06-10-2015 06:52 PM
My roommate returned our FiOS equipment earlier this week, and I got a confirmation email for both pieces (router and set-top box), but today I got a voicemail saying that my equipment was unreturned. We returned everything (cables, remotes, etc.) that didn't have "Property of Verizon: Do Not Return" on it, so I know that everything was there, and nothing was damaged.
What more, I can't access any of my account information on Verizon's website- any time I try to view my bill or any account information beyond my email address, I get a message saying "we cannot process your request at this time", and this has been going on for days now.
I managed to get through the onerous phone tree to a real person at Verizon, but once she began to assist me the call was disconnected from her end, and repeat attempts simply led to the call disconnecting from Verizon's end.
Is there any way to confirm that my equipment return has been properly processed? I am very frustrated with how difficult it is to get information about this, and if it isn't resolved soon I'm thinking I won't be dealing with Verizon again.
06-10-2015 07:28 PM
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 at the top of the middle column 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. The title of your post is the link. 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.