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Equipment / Billing Problems Resulting from Verizon's Multiple Data Bases

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Copper Contributor
Copper Contributor
Posts: 7
Registered: ‎01-15-2014

Equipment / Billing Problems Resulting from Verizon's Multiple Data Bases

Message 1 of 5
(888 Views)

My DVR was not working properly and was returned to Verizon per my conversation with your technical support department.  It was sent to Verizon via UPS in the packaging and shipping label that was supplied to me by Verizon; Verizon received/signed for the UPS delivery on 12/27/13.

 

This DVR has been removed from the equipment list under my  In-Home agent.  It's also not included under the support section of my verizon.net account.

 

However, the DVR still shows up under the services section of my verizon.net account.

 

I'M STILL BEING BILLED FOR THIS DVR THAT WAS RETURNED TO YOU 3 WEEKS AGO. I've tried repeatedly to get this seemingly simple problem fixed but apparently no one knows how to fix it. 

 

The customer service people keep putting "tickets" in to locate the DVR; they tell me they can't remove it from my account until it can be "located".  I explained that it's been removed from part of my account but apparently that's not enough to stop billing me for it.  I suggested that a simple visit to UPS.com (I gave them the tracking number) would easily confirm that the DVR is in Verizon's possession but that's not good enough either.

 

Help! 

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Employee Employee
Employee
Posts: 3,195
Registered: ‎04-10-2013

Re: Equipment / Billing Problems Resulting from Verizon's Multiple Data Bases

Message 5 of 5
(726 Views)

Hello es3288,

 

We were able to get your issue resolved. Thank you for your patience while we worked through this for you and please feel free to let us know if you need any additional help.

 

Thanks again,

 

Rachel_VZ

View solution in original post

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Silver Contributor II
Silver Contributor II
Posts: 273
Registered: ‎11-03-2013

Re: Equipment / Billing Problems Resulting from Verizon's Multiple Data Bases

Message 2 of 5
(876 Views)

This is a peer to peer forum. You'd have a better response posting this in the general section where Verizon may esculate you.

 

If you sent the box back via UPS and it was signed for, you have more then enough proof that it was returned.
Don't let them tell you otherwise.

The issue they are having with removing it from your account is that the box wasnt scanned and the serial number wasnt enterned into the system as returned when it was returned. This is whats preventing the system from stopping the billing for it. Someone on there end at the warehouse failed to do their job. I'd keep on them and if all else fails file a BBB complaint and maybe consider contacting your attorney general.

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Copper Contributor
Copper Contributor
Posts: 7
Registered: ‎01-15-2014

Re: Equipment / Billing Problems Resulting from Verizon's Multiple Data Bases

Message 3 of 5
(868 Views)

Thank you!

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Moderator Emeritus Moderator Emeritus
Moderator Emeritus
Posts: 6,232
Registered: ‎04-29-2009

Re: Equipment / Billing Problems Resulting from Verizon's Multiple Data Bases

Message 4 of 5
(852 Views)

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 in the middle, right at the top 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. 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.

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Employee Employee
Employee
Posts: 3,195
Registered: ‎04-10-2013

Re: Equipment / Billing Problems Resulting from Verizon's Multiple Data Bases

Message 5 of 5
(727 Views)

Hello es3288,

 

We were able to get your issue resolved. Thank you for your patience while we worked through this for you and please feel free to let us know if you need any additional help.

 

Thanks again,

 

Rachel_VZ

View solution in original post

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