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False charges for "unreturned" equipment

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katejkl
Contributor
Contributor
Posts: 1
Registered: ‎01-21-2015

Re: False charges for "unreturned" equipment

Message 11 of 37
(3,499 Views)

My husband and I have been dealing with the same problem.  We returned our old fios equipment when we upgraded to Quantem.  I had to call Verizon twice to have return boxes mailed to me, which they said I should have received.  When they finally arrived, we packed up the equipment immediately and dropped off at UPS.  We have recepts showing they were delivered, but Verizon is still billing us for unreturned equipment for $1600!  This was back in September and it is still showing up on our now February bill.  We have spoken with customer service more than 4 times and we keep getting told that our bill is under dispute and will be cleared up at the next billing cycle.  We were also told by a customer service rep that they are not allowed to answer billing questions and cannot contact the billing department, because they don't have phones.  what?????!!!  We are very frustrated and close to cancelling our account.  Incompetence at its best!

LawrenceC
Moderator Moderator
Moderator
Posts: 10,628
Registered: ‎03-18-2013

Re: False charges for "unreturned" equipment

Message 12 of 37
(3,495 Views)

Hi katejkl,

Sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue. Please remember to check your spam/junk folder if you do not hear from an agent.

mattdomenico
Contributor
Contributor
Posts: 4
Registered: ‎04-14-2015

Re: False charges for "unreturned" equipment

Message 13 of 37
(3,412 Views)

I'm experiencing the same problem others are posting.

 

I canceled my FIOS account at the end of November 2014.

I still had a bill of $386.42 that I knew I needed to pay.

Verizon sent me UPS boxes and stickers that I dropped off at the local UPS store.

I never received my "final bill" since I moved, it must have been sent to my old address.

Now I went to go online and finally pay my $386.42 bill, and I noticed I was charged an unreturned equpiment fee.

All of a sudden my bill is $1,563.65

CRobGauth
Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 7,966
Registered: ‎11-04-2008

Re: False charges for "unreturned" equipment

Message 14 of 37
(3,395 Views)

Did you keep a copy of the tracking number?
Always important to keep that info to prove when the equipment was received by Verizon.


If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem.
ElizabethS
Moderator Emeritus Moderator Emeritus
Moderator Emeritus
Posts: 6,227
Registered: ‎04-29-2009

Re: False charges for "unreturned" equipment

Message 15 of 37
(3,390 Views)

Hello mattdomenico

 

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information to help you resolve your issue.Please remember to check your spam/junk folder if you do not hear from an agent.

mattdomenico
Contributor
Contributor
Posts: 4
Registered: ‎04-14-2015

Re: False charges for "unreturned" equipment

Message 16 of 37
(3,373 Views)

I have not received a private message. My Verizon Email is locked because of the balance dispute.

 

I just want to know why I can't talk to someone with access to my account.

 

When I call, I just get immediatly transfered to the collections agency.

 

Verizon should have access to my account and they should also have a record of me canceliing my FIOS service, and therefore, there is no reason you guys wouldn't have the UPS tracking number.

 

Giving me the run around is getting Verizon no closer to receiving any payment from me for the services I ACTUALLY owe on

mattdomenico
Contributor
Contributor
Posts: 4
Registered: ‎04-14-2015

Re: False charges for "unreturned" equipment

Message 17 of 37
(3,372 Views)

And then on top of all this, expecting me to pay for equipment THAT I RETURNED, and making me try to dig up a tracking number for stuff that was prepaid by Verizon, is CERTAINLY a quick way for me to tell everyone that I know to leave Verizon and explaing that the lack of customer service, and false charges is the reason why.

ElizabethS
Moderator Emeritus Moderator Emeritus
Moderator Emeritus
Posts: 6,227
Registered: ‎04-29-2009

Re: False charges for "unreturned" equipment

Message 18 of 37
(3,368 Views)

A reply can take two business days.  Your email is not blocked. If you are having technical issues, please call tech support.

mattdomenico
Contributor
Contributor
Posts: 4
Registered: ‎04-14-2015

Re: False charges for "unreturned" equipment

Message 19 of 37
(3,346 Views)

Can you try to resend the Email again because I just checked and the one I had on file was never verified by me. It should be now.

LawrenceC
Moderator Moderator
Moderator
Posts: 10,628
Registered: ‎03-18-2013

Re: False charges for "unreturned" equipment

Message 20 of 37
(3,333 Views)

Hi mattdomenico,

 

The team has already been notified that you may be having problems with email.

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