After 2 year, we have discovered that we are being charge 5 dollars a month for the router WE own. We purchased a refurbished router from verizon.com for a deal and called them to tell them that we were switching to our own router. We returned their router and began using ours normally.
As I went to sign up for a 2 year contract for new service the rep mentioned that they had an upgrade for the router we are renting.... For the past 2 years, we did not see that we had been paying them 5 dollars in addition to all the other charges.
I contacted verizon billing and spot to a level 1 rep who transferred me to a Ms. Souffrant (Real name? no idea). I showed her by email the receipt of our purchase, the document showing we had returned their router. She asked for the router serial number, by mistake I gave her the model number. She went to talk to her tech support and returned stating that it was in fact THEIR router. I realized later that I gave her the wrong number and called back to talk to a Ms. Smith. Who would not listen to the fact that they attempted to identify a router by a model number and not a serial number and attempted to call me and my wife a liar and a theif of their property when I HAVE a receipt of a refurbished router! This is absolutely unacceptable.
Hi mkoeh,
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 scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.
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, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.
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