Verizon continues to bill me for returned router

[SuzeQ1]

 When Verizon decided to increase my bill when my contract was over, I decided I needed to find ways to trim costs.  I started with my router rental.  I looked on this forum to find that, indeed, you can buy your own router and hoop it up easily.  That is what I did.  I returned Verizon's router and retained the receipt.  In October, I received a bill showing the router rental.  I called and the rep removed the charges and he did and credited me $10 for 2 months of router rental.  In my November bill, this charge re-appeared.  No one seems to be able to explain why this is.  After being on the phone with the representative for 50 minutes,I was told that a specialist would call to explain this to me.  So far, 28 hours later, no phone call, no explaination.  I think this is a tactic to see if I will give up and go away.  

[jonjones1]

Contact your states Public Utilities Commission or Public Service Commission and file a complaint. Do a google search to get the proper state agency.

and no, if they say pay it first and then they will credit it....say no way.

the state agency should have a phone number and online complaint portal. I would call for faster service.

[LawrenceC]

Hi SuzeQ,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.