Verizon Still Charging Me For a Router That I Never Owned/Received

[richiejn]

This is a longish story but I'll try to keep it simple.

It's been going on for the better part of 10/11 months now. 

I started new service with FIOS in January (I believe), which required me to upgrade to the FIOS Gateway router. 

I found a better deal online so I purchased my own to use. I called Verizon to let them know and the account rep told me to tell the technician that I have my own and he would remove it from my bill/invoice so that I wouldn't be charged for it. 

Apparently he did not (honestly, I had a feeling he would not because I've heard horror stories of this happening before).

I HAVE RECEIPTS of my purchase of the gateway router. The Gateway that I use is the one I purchase from eBay BEFORE my service started. There are dates. Easy to prove.

I called to have this fixed and the representative on the phone said an "investigation" would be opened. Naturally, I haven't heard from FIOS since then.

Any tips to get this fixed? At this point it's essentially my word against Verizon's. You would think they'd have a better way to keep track of routers and would know that the one that was dispatched to be installed at my place was never installed.  At this point I've been charged rental fees for a router that I don't own that almost completely covered the cost of the one I purchased.

I'd really like this to at least be removed from my bill but ideally refunded for these erroneous charges. 

[LawrenceC]

Hi JayInVA,

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.