Following protocol, as soon as I received my new Fios router, I returned my old router to verizon using their return label. UPS showed proof of delivery but my account says they have no evidence my equipment has returned and warning me I will be charged $100 if they don't receive it. I speak to a rep who tells me I need to fax over the UPS proof of delivery (as if they can't just check tracking themselves) . Well, after attempting to fax to this number 5x at different hours of the day, guess what? It doesn't work. It might not even be a fax number. WTH VERIZON???? So then I have to spend another hour waiting for a chat rep to pop on where I explain the situation and they tell me they will put a note in the system indicating my item was returned and promised that a verizon person will read the note and update to reflect in the system in a matter of a few days. Well, no surprise: NO MOVEMENT. Nothing has been done and just the looming threat of being charged $100 when I did my due diligence and Verizon messed up again. Shady. Flakey.
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