Why is Verizon seemingly incapable of tracking equipment returns?

We rented a cable card from Verizon February in 2012. After about 2 months of use we decided to cancel FIOS TV service and contacted Verizon about returning the card. We were sent a gray self-addressed envelope with instructions to return the card in it via either USPS or UPS. We returned the card immediately via USPS. Two months later, a charge appeared on our bill for $100 for the card. I contacted Verizon support by telephone (30 minute wait on hold , as usual) and was told by the CSR that it would probably take another 30-60 days for the equipment to show as having been received, at which time the charge would be removed.
Fast forward to June. The $100 charge still shows on our bill, so I called & spoke with a supervisor 'Brian' in the Dallas office. (45 minute wait this time....) Brian stated that the equipment DID show to be received in the warehouse, but it would probably take another 30-60 days for it to show up in their system. (Which begs the question - if he could see it in the system how could it not be 'in the system'??) Brian also said that he was sure that it would be cleared and that he was going to call me back on July 13th to confirm that it was no longer on our bill. Of course Brian never called back, and the charge stayed on our bill.
I did call back in July and spoke with a CSR who gave me a 'voucher' number '3732404'.
And I called again on 8/27 when I spoke with 'Linda' who said she would speak with a supervisor and make sure that the charge was removed.
As of Thursday, September 20th, the charge is still on our bill, along with another $30 charge for who knows what. I again called and asked to speak to Brian. He called me back the following day and this time stated that the equipment was NOT received and that he NEVER said that it was??? Nonetheless, he still claimed that the charge would be removed in another 30-60 days. As of Monday, 9/24 we are now receiving 'YOU HAVE A BILL PAST DUE' notices every time we log in to our verizon account.
Is there ANY way to get someone at Verizon who actually knows what they are doing or can actually give us a straight answer? I have serious doubts about this company and as much as I don't want to, it looks like our only alternative is to cancel the account and switch to Comcast.

Since we haven't heard back from you or have received a form submission as requested in your private support case, it appears assistance is no longer required. If you need any future help with your Verizon service, please make a post here on the forums so we can assist.
Anthony_VZ
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I have a question.
Now, I currently have DirecTV but I've been thinking about getting Verizon FiOS when it is finally available in my area. One thing though that I'm noticing about Verizon is they appear to be doing this same crazy practice that the local Cable Companies does... It drove me crazy all the time... Basically, it is where they shift all the local channel numbers around so you have to keep stopping to think about where the channel has been moved to.
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Does anyone have some idea of what I'm missing and perhaps if there's some kind of method to this madness-- which I've never quite understood?
~J. P.

I'm glad I was able to reassure you, but I now think I went too far. Looking at your channel listings you provide, Verizon has some major problems to make it all line up. And looking in more detail at ours, it isn't as simple as I made it out to be.
Verizon, IMO to their credit, has tried to standardize channel assignments for most everything around the country. Easier for them I suspect. Anyway, they start their SD cable channels at 50 in most places, I think; that means that UHF channels 50 and above must be relocated somewhere, and they do that, down into the low range. Here in Texas, some of the higher broadcast channels, but not all, are relocated - 27 to 7, 33 to 9, 39 to 10, etc, while 21 is on 21, 29 is on 29, etc.Verizon puts the local PEG cable channels at 30-47, then TV Guide at 48, and local weather at 49, then the real cable channels 50 and above. So all of the local broadcast channels that they carry are reloacated if necessary to below 30 here.
The HD channels (the ones that do offer HD channels) do follow the scheme I mentioned, local + 500.
When I made my statement earlier, I was really thinking of the "major" channels (ABC, CBS, FOX, PBS, etc), because those are pretty much the only local channels I watch, I forgot about all of the various smaller channels (religeous, Spanish language, etc) that they do carry. Sorry, I really didn't mean to make a mistake, I should have actually looked at the lineup first.
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IMG 1.6.0, Build 06.89
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reddit Discussion: https://www.reddit.com/r/verizon/comments/2u46yc/whats_with_the_3mbps_limitation_on_dsl_and_why/
Some quick modem statistics:
Mode: ADSL2+
Traffic Type: ATM
Status: Up
Link Power State: L0
Copper Loop(kft): 0.0
(Downstream/Upstream)
Line Coding(Trellis): On On
SNR Margin (0.1 dB): 239 195 (23dB 19dB)
Attenuation (0.1 dB): 280 145 (28dB 14dB)
Output Power (0.1 dBm): 61 122
Attainable Rate (Kbps): 17928 1251 (17.93Mbps/1.25Mbps)
Path 0
Rate (Kbps): 3360 863 (3.36Mbps/0.86Mbps)

It's possible that you are coming out of a remote terminal or remote DSLAM, rather than a full blown central office. Verizon seems to have an unspoken rule or habit of only provisioning 3Mbps and below to customers on the remotes. To augment that, it's been seen in some cases that they are running Fiber to the remotes, but only supply the equivalent of several T1 circuits rather than OC-3 Fiber or better.
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========
The first to bring me 1Gbps Fiber for $30/m wins!

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>> Edited to comply with the Verizon Wireless Terms of Service <<
Edited by: Verizon Moderator

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LRVassar wrote:
Ann154
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<< Personal comments removed to comply with Verizon Wireless Terms of Service >>

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