Have you spoken or chatted with a Verizon agent? You can reach Verizon Support at 1-800-VERIZON.
Thanks for getting back to me so quickly - I really appreciate it. I did call a Verizon representative but was told to call the equipment return departmnet (OnProcess Technology I'm guessing), where the phone prompts don't allow me to talk to a representative or flag a problem among the available choices.
To clarify, I checked my recent historical bills and very specifically in the detailed charges have only ever had "(Rent): HD Set-Top Box" and no HD-DVR for all of the time I've been on the double play package.
I have never had a HD-DVR on-premise so am really puzzled why it's showing up as something that I owe a return for (again, I think the other items that I did have, an HD-STB and Router/Modem were successfully logged as returned). I'm thinking it may be a case of account-level mix-up as the "we are contacting you in regards to account #" section of the OnProcess mailed letter is a different # (ends in 4131) than what I see when I log on the official Verizon portal (my account # ends in 0195.
Hopefully the additional detail is helpful, I'm happy to put any further needed information into a ticket or private message.
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.
Thanks again Lawrence for your assistance with escalating the matter - I'm able to navigate to the private forum page and look forward to working through the issue with the support staff. I will make sure to come back to edit this post with a final outcome when the matter is settled!
I'm receiving a urgent notice that claims to be contact me in regards to equipment that might belong to Verizon however I turned in everything. What's most intriguing is how it states that I want to remind you that your unused equipment needs to be returned as quickly as possible to avoid the non-return fee. Notice how it says I want to remind you? Who the heck is I? It also says that I've recently been shipped a recovery kit to package and return the equipment when I never received a thing in the mail. The letter goes on to tell me that there's a non-return fee of up to $500 per piece of equipment and if I have any questions or need assistance to contact the equipment return specialist at +1-866-486-9758. Then it finishes off saying thank you from Verizon FiOS. My biggest question is WHY IS MY VERIZON FIOS ACCOUNT SHOWING I OWE NOTHING??? Also, if it came from Verizon FiOS, wouldn't the term " I "(as used in the letter) be incorrect?
These days we live in a technology age where nearly anything could be printed and logos can be copied at a an office store within seconds to replicate the style and look of a real company. With so many spammers and hackers our there, Verizon customers such as myself have to be on guard for the phonies perpetrating a fraud only to steal what they can....this is my due diligence.
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.
In order to keep discussion on the community current, this topic has been locked to prevent new replies. If you have a similar question or issue that you wish to discuss, then please feel free to post a new message on the most relevant board. Thanks!