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Returned FIOS router on 9/10/2016 and still being charged

Posts: 1
Registered: ‎05-22-2017

Returned FIOS router on 9/10/2016 and still being charged

Message 1 of 2

I spoke to an agent today regarding the issue above. He was able to submit a ticket to have the equipment charge stopped. My gripe here is that I should have an fee adjustment from 9/10/2016 to today 5/22/2017. Please escalate this issue to a supervisor because I am being told that returning an equipment does not remove the rental fee from the account. THIS DOES NOT MAKE SENSE. I should be paying a rental fee for some thing I do not have. Not to mention the agent was able to find a record of the router being returned.

Moderator Moderator
Posts: 10,916
Registered: ‎03-18-2013

Re: Returned FIOS router on 9/10/2016 and still being charged

Message 2 of 2

Hi tlau511,

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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