In August I moved and kept my Fios service. However, I was told by Verizon to return my old equipment (router and two cable boxes) to the local Verizon authorized retailer or else I would be charged for the unreturned equipment. In few weeks later, I returned all of the item that I had from the old home to the Verizon authorized retailer in Shrewsbury, NJ. Unfortunately, they staff and manager did not know how to do the return. It took them about 30 minutes to figure it out and then gave me a receipt. Fast forward to September and I get a notice that a router was unreturned. I went to the store and they played dumb. I called and was told by the cancellation specialist and explained my situation - the very nice person told me that she would make sure that any charge that hits my account would be reveresed and that she would take it upon herself to make sure it happens. Unforutnatley, the charge hit in the November bill. I called and Verizon advised that I needed to wait as they are researching my situation. As for the $100 charge, I was told not to pay it as it was suspended pending resolution of the research. December bill comes and I am told I am late with a past due bill. I call back again and am told the same thing. Only this time, the Verizon representative wants a receipt from August - this is now insane. Why didn't someone ask me to get the receipt four months ago or, quite frankly, do their job right in the first place. I have spent about 5 hours on this to save $100 that is rightfully mine as the Shrewsbury, NJ store did not know what they were doing. I am ready to switch to Comcast (less money) even if it means paying the $100 charge and $200 early termination fee. Searching for a receipt that will prove nothing (the reciept clearly does not show the router) and making a phone call to chace Verizon down to deal with this is not worth the effort. The kicker is that I have all new service with a new router - why in the world would I return the set top boxes and remote controls, but keep an old router that I wouldn't need when I have new service. I need the wrong charge removed and have some sort of credit for this hassle. The worst part is that I have a 2 year contract that just started due to the move. Verizon couldn't even get past the first month without causing a problem. Verizon is going a long way here to lose a loyal customer over a $100 router that Verizon lost. I am in the process of switching my company's service to Fios, but have put a stop to this as I will not deal with this company any longer unless something is done. My suggestion is to be very careful about equipment returns.
Hi AlbertC,
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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