Verizon Notification About Missing set top boxes

[azharkazi]

After the completetion of two years contract I decided to try another service provider on July 31, 2014 I closed my services with FIOS and returned the equipment on Monday Auguest 4, 2014. Following is the equipment received taken from UPS tracking;

Equipment included;

1) WIFI router

2) HD set top box

3) SD set top box

4)2x remotes

5)cables

{edited to comply with guidelines}

I also took a picture of the box with the equipment before shipping it which clearly shown all the equipment. I know I will start receiving calls to pay for the equipment.  I have sufficent proof that I sent the equipment and want this to be settled before I start receving phone calls.

Thanks

[ElizabethS]

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

[Verizon_Support]

azharkazi,

We haven't heard from you and will be unable to assist without your account information. As such we are closing your Private Support Case. If you still require assistance please make a new post.

-Adam_VZ

[azharkazi · Accepted solution]

When was I asked to provide information?

This is the first time I received a reply for the case. I had called FIOS support and found that they have received the equipment (every thing accounted for).

Thanks

[sonora77]

On December 26th, I came to a verizon store in Wheaton Plaza, MD, to return three set top boxes and a DVR box along with three remotes.  My 88 year old mother was leaving her house behind and moving into an assisted living facility that did not get Verizon, only Comcast.  However, Comcast was late in switching over her phone line and she could not cancel Verizon until the switchover was completed.  Because of that, I was told, Verizon could not accept the equipment and I had to go down two stores to the UPS Store and ship them.  Crazy, yes?

Anyway, I went down there and handed over the four boxes and remotes and asked for a list of serial numbers to show I was shipping everything, but they would not provide them, just a printout with two tracking numbers.  I checked and both shipments were received,one was two packages weighing 29.3 pounds and one was two packages weighing 1.4 pounds.

Verizon told my mother that they are missing equipment and that furthermore, she owes additional time on her bill since her contract hadn't expired yet.  This is a ridiculous policy that asks us to hand over equipment but will not provide any proof we handed it over, then bills us for not receiving us.  It is IMPOSSIBLE to prove we did hand it over if UPS won't provide that proof to us.  Why can't Verizon accept the equipment before termination?

Also, wouldn't my Mother be excused from her contract due to her moving situation?

Will someone from Verizon contact me to discuss this further?

[LawrenceC]

Hi sonora77,

Sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

[sonora77]

No contact yet from Verizon to me...  

[LawrenceC]

Hi sonora77,

Please allow at least 48 hours for a reply.

[sonora77]

Still no contact yet.

[_dot]

wow verizon, shame on you