Unreturned equipment issue

[WearyCustomer]

I need a Verizon employee who actually fixes my problem instead of telling me that it is fixed. I returned multiple pieces of equipment over a month ago. They still appear on my account. I've called customer service multiple times with the tracking numbers. I have been told it will be taken care of multiple times. I've also been told I would receive a call back the next day. Neither has happened. Where is the person who has the authority to fix my account and how do I contact him/her?

[ElizabethS · Accepted solution]

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]

Hello,
Since we have not heard back from you we will be closing out the Support case, If you have any additional questions, please feel free to create a new thread.
Thank you,
-Amanda_M

[Ra1231]

I am having similar issue with unreturned equipment charges that a lot of verizon customers are having.  I returned a malfunctioning router in the box provided by verizon via UPS.  I received a notice that it was not returned.  I have since spoken to 2 verizon customer agents, who told me that the router has been received and logged 5/23/15 and not to worry about it.  Today, I received a notice from verizon that an unreturned equipment charge will be added to my next bill.  This is extremely frustrating and frankly fradulent.  I  have read from other posts that they will send these charges to collection agencies.  How can customers deal with this problems?

[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.