Accessibility Resource Center Skip to main content
Have a phone you love? Get up to $500 when you bring your phone.

Billed for equipment that I already sent back

SOLVED
Reply
joedan
Contributor
Contributor
Posts: 1
Registered: ‎04-20-2014

Billed for equipment that I already sent back

Message 1 of 3
(2,418 Views)

I sent back two SD STB's last year (in the same box) and didn't realize until I looked at my bill this past January that I was still being charged for one of them.  I have called 5 times since January trying to get this resolved and each time they have told me that the extra STB will be removed from my account.  On the third call I was told a "ROC" ticket was being opened and someone would contact me, nobody contacted me so I called back again two weeks later and they said sometimes it takes more than two weeks (and apparently they can't see the status of the ticket), now it's been over 3 weeks and I'm tired of calling and getting nowhere.  I have been credited for the charge since the first of the year (which I see on my bills) but the STB remains on my bill.  What can I do to get this resolved?  It seems to me that the phone based support is useless in this matter.  I've been a customer for over 7 years and never had an issue that wasn't promptly resolved, this is getting ridiculous. 

1 ACCEPTED SOLUTION

Accepted Solutions
LawrenceC
Moderator Moderator
Moderator
Posts: 11,411
Registered: ‎03-18-2013

Re: Billed for equipment that I already sent back

Message 2 of 3
(2,394 Views)

Hi joedan,

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. 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.

View solution in original post

2 REPLIES 2
LawrenceC
Moderator Moderator
Moderator
Posts: 11,411
Registered: ‎03-18-2013

Re: Billed for equipment that I already sent back

Message 2 of 3
(2,395 Views)

Hi joedan,

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. 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.

Verizon_Support
Employee Employee
Employee
Posts: 3,223
Registered: ‎04-10-2013

Re: Billed for equipment that I already sent back

Message 3 of 3
(2,256 Views)

We did not hear back from you on your Private Support case. We hope we were able to provide a resolution to your issue.

If you require further assistance, feel free to make a new post, and we can be sure to look into your issue. As always, we're available for support around the clock.

Thank you,

Anthony

How-To Videos
 
The following videos were produced by users like you!
   
Videos are subject to the Verizon Fios Community Terms of Service and User Guidelines and contains content that is not created by Verizon.
Have a spare Fios-G1100?Learn how to bridge it into your network
Get Started


Covid19

Browse Categories
Categories:
Posts

Verizon Troubleshooters
Unable to find your answer here? Try searching Verizon Troubleshooters for more options.
Modal Dialogue Title