Yet More Unreturned Equipment Charge Shenanigans from Verizon

Canceled our service because we moved somewhere without FiOS. Called twice prior to moving. Our boxes to return the equipment never arrived. Checked with my old residence multiple times, they were never delivered to the old residence. We moved a few miles away. I called Verizon immediately after moving. Asked them to resend the boxes to the new address. I was assured that the boxes would be sent. They informed me that I only needed to return the DVR box, not the router, and that a box would be sent for that purpose to my new address. After three weeks, I still hadn't received boxes - either at the old residence or at the new residence. I called again, and asked why I hadn't received the boxes. I didn't receive an answer - the agent didn't know why I hadn't received them. I asked the agent to resend the boxes. He said he couldn't resend them because there was an outstanding request for the boxes. I asked what I was supposed to do. He said I could "try checking with UPS?" Of course, UPS didn't have a solution for me. Fast forward three more weeks - no boxes, either at my old or my new residence, despite four separate requests. At this point I've called Verizon four times to get boxes delivered to return my equipment. This morning, I receive an email informing me that an unreturned equipment charge will be issued to my account. I call verizon (for the fifth time) to address this issue. I'm informed that the boxes will now be sent to me (for the fourth time, I've been told this, not including the one time I was told I could not be sent boxes becaue of the outstanding box issuance). I asked to speak with a supervisor, because I'm assuming at this point the boxes will not be sent to my address. I'm initially refused the opportunity to speak with a Supervisor. I say I'll hold until one is available. I'm placed on hold for 10 minutes, then hung up on before speaking with a supervisor. This is preposterous. I've attempted five times to return my equipment. I've been told, among other things, that the boxes have issued, that the boxes cannot be issued, that the boxes will be issued. I've been told I only need to return the set top box, not my router. And now I have an unreturned equipment charge for an unreturned router. And I've been hung up on trying to resolve this issue. Anyone else experiencing these extremely shady practices from Verizon?

Hi tr23,
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. 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, 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.

Similar Messages

Yet More Unreturned Equipment Charge Fraud from Verizon

Canceled our service because we moved somewhere without FiOS. Called twice prior to moving. Our boxes to return the equipment never arrived. Checked with my old residence multiple times, they were never delivered to the old residence. We moved a few miles away. I called Verizon immediately after moving. Asked them to resend the boxes to the new address. I was assured that the boxes would be sent. They informed me that I only needed to return the DVR box, not the router, and that a box would be sent for that purpose to my new address. After three weeks, I still hadn't received boxes - either at the old residence or at the new residence. I called again, and asked why I hadn't received the boxes. I didn't receive an answer - the agent didn't know why I hadn't received them. I asked the agent to resend the boxes. He said he couldn't resend them because there was an outstanding request for the boxes. I asked what I was supposed to do. He said I could "try checking with UPS?" Of course, UPS didn't have a solution for me. Fast forward three more weeks - no boxes, either at my old or my new residence, despite four separate requests. At this point I've called Verizon four times to get boxes delivered to return my equipment. This morning, I receive an email informing me that an unreturned equipment charge will be issued to my account. I call verizon (for the fifth time) to address this issue. I'm informed that the boxes will now be sent to me (for the fourth time, I've been told this, not including the one time I was told I could not be sent boxes becaue of the outstanding box issuance). I asked to speak with a supervisor, because I'm assuming at this point the boxes will not be sent to my address. I'm initially refused the opportunity to speak with a Supervisor. I say I'll hold until one is available. I'm placed on hold for 10 minutes, then hung up on before speaking with a supervisor. This is preposterous. I've attempted five times to return my equipment. I've been told, among other things, that the boxes have issued, that the boxes cannot be issued, that the boxes will be issued. I've been told I only need to return the set top box, not my router. And now I have an unreturned equipment charge for an unreturned router. And I've been hung up on trying to resolve this issue. Anyone else experiencing these extremely shady (and perhaps illegal) practices from Verizon?

Thank you. The nearest Verizon store will take me about an hour and a half to get to, and that's simply not feasible for me given my travel and work schedule. It's amazing that their bills have no issue reaching me, but the simple boxes I need to package my items simultaneously have been, can be, and can't be issued. I tried with UPS. They didn't know how to send it. I'll try again with a different UPS agent.

I received a text from verizon saying i made a charge with a third party vendor that would show up on by bill

I got a text from Verizon saying I made a charge with a third party vendor that will be on my verizon bill. What the heck?????

Don't be surprised. I received this same notice but verizon has almost no way for a person to find the answer easily. Plus there are several charges on my bill that are on the web page that link to the contract. The links go no where! !
If they are going to charge something they need to find a way for people to know what is being charged.
An Iphone6 was upgraded on October 6 under the Edge program. The charge was added almost immediately and appeared on the October 12 billing cycle. The older phone was returned to them under the Verizon Edge plan and it was received by verizon on the 13th of October. That credit has still not been applied to our account. It took them a matter of minutes to charge us for the new IPhone 6 but so far they have not been able to apply the credit for the edge return after eight days. All the links to this transaction are dead and there are no records on the verizon billing site to back up the charges. The message today is the first 'hint' that there may be a charge coming but no mention of the credit.

Is there a charge for cell phone if from Verizon to Verizon?

Is there a charge for cell phone if from Verizon to Verizon?

Are you asking if there is a charge for a CALL between two Verizon Mobile phones? Depends on the plan
If you are asking about a call to a Verizon landline from a Verizon Cell phone, then there is a charge, unless the number is part of your Friends and Family List

I have disabled text messages updates from Verizon, yet I keep getting them. How do I actually get them to stop?

I have disabled text messages updates from Verizon, yet I keep getting them. How do I actually get them to stop?

I receive messages every time I make an update in my account and whenever I pay a bill. I have all of those message updates checked off within my account. I have also gone through turned them on, then back off again, and I still keep getting the messages.

Another Unreturned Equipment Issues and Refund

I cancelled my Verizon FIOS service on May 30, 2014. I returned my equipment on June 12, 2014 using the box an label provided by Verizon. I have a receipt from the post office to prove the equipment was returned. On my July bill, it showed a previous credit balance of $60.76, but then I was charged $878.20 in fees, taxes, and other charges, for unreturned equipment, and a video franchise fee and CATV Universal Access fee, even though my service had been cancelled and shut off since the end of May. I have contacted Verizon about this numerous times, but until October they just kept giving me the run around. Then in October I spoke with a {edited for privacy}, ar Verizon Customer Relations, who said she would correct the charges. Somehow, that got screwed up, and the correction was done twice, and now my account says Verizon owes me $938.94. I just want my $60.76 refund, but no one can seem to straighten out my account, and no one at Verizon seems to care. At this point, I want my refund . Oh, and I want the Verizon wire, and boxes on the side of my house and in my basement, removed. I've had my fill of Verizon's poor treatment and will never do business with them as long as I live.

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information to help you resolve your issue.Please remember to check your spam/junk folder if you do not hear from an agent.

My account was hacked in September -- Still no action from Verizon. Please help!

My account was hacked in September, someone added an additional line and ordered an iPhone, adding more than $600 to my account. Verizon quickly identified this as fraud and assured me that my account would be cleaned up. Almost three months later, I still have hundreds of dollars billed to my account that no customer service rep has been able to explain. My service is now pending disconnection, even though I have continued to make my regular payments, but I have refused to pay the additional charges incurred by the hacking of my account. I've spent more than two work days on the phone with Verizon, speaking to about three dozen agents and supervisors, explaining my situation all over again, taking valuable time off work and away from the family. They all promised to help, but nobody actually fixes this mess that I did not cause. Ten days ago, I wrote a letter to customer service which I will post below. I have not heard back from Verizon. No one has called to apologize or offered help in restoring my account. As a cellular customer of 16 years, I have never experienced something like that. I simply don't know who to talk to anymore to get this straightened out. No customer deserves to be treated like this. Please help me find out who I can contact with the authority to clean this up for me! Many thanks in advance.
Here is the letter sent to Verizon with signature confirmation Monday a week ago. I does not detail today's trouble, when I spent another 90 minutes on the phone with three different agents and one supervisor, but I got disconnected every time.
Dear ladies and gentlemen,
I am writing this as a customer complaint. My family has been a loyal Verizon Wireless customer since August 2011, after making the change from T-Mobile. We currently have the 15GB Everything Plan with five lines, all of which are used by family members. Since July, we are also customers with Verizon FIOS for our home internet and cable, which means we pay Verizon an average of $5,600 annually.
My wife is the primary account holder and I have an EDGE plan for my own line. In September, I ordered a new iPhone through my local Verizon store in XXXXX., which is, as far as I know, an independent store with a Verizon license/franchise. When I picked up my phone, the agent at the store noticed that my account was in “chaotic standing.” First, he said that we had been advised badly by Verizon when we initially signed up in 2011, resulting in much higher monthly fees than we could have had under the 10 or 15 GB Everything Plan, and he suggested that we switch to this plan immediately.
It was frustrating to learn this, because in my two years of communicating with Verizon agents by phone, no one ever bothered to inform us that we paid more for our account than we had to and that there was a more compact plan available which would have decreased our monthly bill. My daughter exceeded her data allowance on an almost monthly basis, which we could have avoided under the plan that we currently have but didn’t know about.
Then I also learned that my current bill had suddenly skyrocketed to over $900 because a sixth line had been added to our account and someone had ordered a phone and charged it to our account. The local agent was extremely helpful, he immediately suggested that this was fraudulent activity and he called Verizon to restore my EDGE eligibility which I had lost due to these fraudulent charges that I had not caused and not paid. He did talk to the Verizon fraud department and reported the incident, and I was told that the additional charges would be taken off my account and my good credit – and EDGE eligibility – would be restored. In good faith that Verizon would take care of this, I left the store as a slightly worried, but satisfied customer.
About a week later, I called Verizon to check on my account status because I wanted to EDGE up my teenage son’s line XXXXXX and get him a new iPhone 6 for his birthday. The agent I spoke to told me that the fraud situation was still showing on my account and that my EDGE eligibility had not been restored yet, but he assured me that this would be taken care off by the following week, when my son’s line would be eligible for an EDGE upgrade under his plan’s timeline.
When I called back the following week, I was saddened to learn that contrary to the previous assurance, our EDGE eligibility had not been restored and the fraudulent charges to our account were still showing on our bill, which was quite confusing because it was impossible to figure out my actual charges. What followed was several weeks of phone correspondence with Verizon agents who apologized again and again and assured me that my EDGE eligibility would be restored so I could order my son’s phone and my the additional charges would be dropped from my account.
However, this didn’t happen. I am not going to list the entire call log, because I know that you can easily access these records. But for several weeks in October, I spent many, many hours on the phone with Verizon, explaining the entire situation regarding the fraud again and again. I listened to assurances, promises, apologies, and I was transferred multiple times to different departments to get my EDGE eligibility restored. After an incredibly frustrating and time consuming experience I was eventually able to order my son’s phone. But several days later, when I checked the order status, I noticed that the order had been canceled because – I’m sure you can guess it by now – my EDGE eligibility had still not been restored. This forced me to go through the whole process again and I spent an entire afternoon on the phone with several different agents and managers until in the early evening I was finally assured that my account standing had been restored and that I could order my son’s phone. That day alone, I had to leave work five hours early to get on the phone (from about 2 p.m. until 7 p.m.) and work this situation out so my son could get his phone, which he eventually received on Oct. 31.
I work as a newspaper reporter and I have an incredibly busy schedule. Yet the inability and unwillingness by Verizon to help me straighten out my account took much of my work time, which I had to make up for at a later time in order to get paid. Unfortunately, this meant that I had to take out much of my highly valued family time to talk to Verizon, which increased my frustration with your company, as you surely can understand.
As a loyal customer, I can’t stress enough how incredibly frustrating this experience was. I was forced to spend many hours away from work and family just to deal with the same situation over and over again. I lost track of the hours, but I am sure that one look at your call log will confirm that adding up these hours it was more than two full work days that I had to spend on the phone to work out a situation that I did not cause to begin with. Adding to these already incredibly upsetting circumstances were at least a couple of calls where it took me 15 minutes to get an agent on the line who then promised me to transfer me to the right person to help me, only, after more waiting time on hold, to be disconnected and start the process all over again. How I was able to maintain my composure and continue to be polite and respectful to the agents, I don’t know. I’m sure they are used to much harsher treatment from other unsatisfied customer for much lesser reasons.
It is bad enough that a company like Verizon cannot protect their customers from getting their accounts hacked and hundreds of dollars being charged to their account. But what is even worse is that I have to spend hours and hours of valuable time and energy to mitigate a situation and fix a damage that I have not caused in the first place and had no control over, and Verizon has not offered me anything to reward my patience and loyalty other than brief apologies from stressed out agents that obviously were not qualified to handle such situation, resulting in their own frustration with this issue.
What adds to this extremely frustrating and highly disappointing experience is that because of the hacking and the fraudulent charges that polluted my account for many weeks, it has become impossible for me to understand what I am being charged for and what I actually owe for the services that I did order and did receive. This frustration once again peaked on Saturday last week, when an agent told me that my past-due charges are more than $600, with a total of more than $900 total due within three weeks, ( that is about the same what Verizon charged me after my account had been hacked and an additional line and phone had been ordered by the perpetrator) in spite of my continuing “blind” payments towards my balance since this all began in September.
I talked to two agents on Saturday, one from Customer Service; the other from the billing department, and neither was able to explain – or even seemed to understand themselves – how these charges occurred. In good faith, and in order to avoid a disruption of service, I still made a $170 payment, which is about half of what my total monthly payment should be under my current plan with five lines, and I vowed to pay another $170 by the end of next week in the hope that by then, someone with authority and complete and full understanding of these circumstances will have contacted me to explain my account and issue a sincere, well meant apology for what has happened to this loyal customer.
Believe me, I rarely reach out to a company and complain like this. I have a busy and hectic schedule, but the time it took me to write even this long letter to Verizon was just a fraction of the time and energy that I wasted to restore my account and get my son his new iPhone on time for his birthday, which he was looking forward to very much.
But after my experience with Verizon, I feel that Verizon should know that no loyal customer deserves this type of treatment and should ever have to go through what my family and I had to endure because of Verizon’s inability to protect the privacy and integrity of our account, and to restore it to its original standing.
I left T-Mobile in 2011 after a total of 13 years as a loyal customer, because I was unhappy with their increasingly bad customer service. I came to Verizon in the hope that my family would have a better experience here, and we were ready to stay with the company for many years to come. But at the moment, we are regretting and reconsidering our choice. Our final decision will certainly depend on the final outcome of this incredibly frustrating situation.
Believe me, I absolutely understand that fraud and the breach of customer account information occur even in the best and most professional companies. But I also believe that if this happens, the integrity and professionalism of a business must be judged based on their handling of such instances and how they treat customers who fall victim to such criminal practices without any wrong doing on their part.
A company should do their best to not only fix the damage and try to make sure that this will not happen again, but also guide and support their loyal customers affected by this and provide them with enough information to understand what is going on. Most importantly, it should be Verizon, not the customer, who should carry the burden and the responsibility of such fraud. But unfortunately, Verizon Wireless has fallen short in this regard, as we were completely left alone and forced to fight for the full restoration of our account and to this day are confused about our bill and these sky-high charges that no one can explain to us.
On top of that, I am tired of having to explain this situation dozens of times to different people with your company over and over again. No one should have to go through that, and I believe that your personnel has enough pressing business to deal with than to waste their and their customers time.
Please understand that I am not complaining about the services by the more than a dozen individual agents that I talked to in order to sort out this mess. The vast majority of them have been polite and a couple honestly tried to go out of their way to help me. It is rather the way that your customer service is set up in total that reeks of failure to support and help a customer whose account had been hacked and scrambled beyond recognition.
That’s why it is my hope that my reaching out to you will raise a red flag at the right places within your company to identify the failures in your service, work the problem and fix it so other loyal customers like me will be spared such hassle in the future. I think it wouldn’t be too far fetched to assume that we are not the only ones and last ones to fall victim to hacking and failing customer protection and service as a result.
Of course I also sincerely hope that my complaint will finally set the wheels in motion to remedy the problems in our own case. We believe that the very least that Verizon could do as a sign of good will and to honor our customer loyalty to is sweep clean our account and allow us to start from scratch so we can track and understand our future monthly charges and continue to make reliable payments to our account as we have done for more than two years until the hacking of our account and Verizon’s unprofessional and helpless handling of the situation has changed everything.
I hope that someone within your company will take this complaint seriously and resolve this very unfortunate and frustrating situation in a manner that shows that we are valued and respected as the loyal customers that we (still) consider ourselves and that will help us restore our faith and trust in Verizon.
I am looking forward to your timely response.

I'm confident that if you have spoken with our Fraud Team directly, that there are the proper wheels in motion to resolve all of the concerns that occured as a result of the fraudulant order on your account. It may take up to 2 bill cycles for all the adjustments to be applied and the changes made to your account to bring the dates and eligibility back to normal, so you should definitely be nearing the end of your wait. Based on your description, it may have been a while since you spoke with them directly instead of the customer service team, so I encourage you to give them a call at your earliest convenience to put your worries at ease. If you need to make arrangements for the charges that appear on your account, our Financial Services Team at 866-266-1445 will also be able to help possibly place a hold on the account regarding the disputed charges so there's no accidental inturruption in your service due to this unfortunate situation.
JenniferH_VZW
Follow us on Twitter www.twitter.com/vzwsupport

No one from Verizon has addressed my previous post, so I'll ask again:

WHAT IN THE HECK happened during the 5/22/14 update that messed up Android phones on Verizon? Is it possible to UN-update??? I have a Motorola Droid Razr M. ( I have a friend who has a Samsung Galaxy Note, and she is having similar problems as me). I LOVED my phone until this May 22, 2014 update....now I HATE it. And don't tell me there is something wrong with my phone.....these issues started IMMEDIATELY after re-starting my phone after installing the update. I have gone through all the typical troubleshooting steps already. Here is a list of my issues, in no particular order:
1. Device vibration upon incoming call/text is so faint now it is undetectable when the phone is in my pocket or purse.   It worked just fine before.
2. LED light to signal incoming call or text, missed call, or low battery no longer working....I only get an LED light with incoming call and it is a very pale, faint white light that is hard to see in the daylight. No light for missed call, incoming text, or battery.
3. Calls drop constantly when I cradle the phone between my chin and shoulder. Never had this problem before, and I ALWAYS cradle the phone. I believe this problem exists because of issue #4....
4. Prior to update, during a call, if I had the phone up to my ear, the buttons would go to black screen so there was no accidental bumping of buttons, until I pulled the phone away from my ear. After update, buttons stay visible during call, thus possibly leading to the issue above.
5. No longer able to switch between calls using call waiting feature. First call is always dropped when I go to switch.
6. Volume on calls significantly reduced....even with volume all the way up. Very hard to hear the caller talking now unless they raise their voice!
7. It is now taking a good 5-8 seconds for a call to begin from the time I click on my contact to the time the number actually dials. I don't understand the sudden delay!
8. All my icons for apps/widgets changed. Not liking new format.
9. Not liking new format on white text message screen....very hard to see in daylight. Not liking inability to delete multiple messages at once.
10. Not liking format of contacts list, with no letter tabs on sides to go directly to the letter I want, I have to scroll through whole list now.
11. Update messed with my Weather Underground App (dark grey on the radar map now, making it hard to see precipitation), and Facebook (cannot operate several functions within Facebook that were easily accessible just prior to the phone update). New format on Google Play Music has changed and is no longer user-friendly!!
12. Update installed several apps that I do not want nor need on my phone but yet I cannot un-install. Perhaps leading to issue #13....
13. BATTERY LIFE SIGNIFICANTLY REDUCED SINCE UPDATE.....AM CHARGING PHONE TWICE A DAY NOW BUT NOT USING IT ANY MORE THAN BEFORE!!
14. Can no longer download music from MP3 download site to Google Play Music. Downloads go to Astro File manager and cannot be moved to Google Play Music widget.
I clean cache/history and run Antivirus software at least once weekly. I manage running tasks/apps. I do not download apps, no do I download music from questionable sources. And yet I have at least 14 problems/issues since the update! And I have been reading online that MANY Android owners are having many of the same issues & complaints since the 5/22/14 update. SOMETHING IS VERY WRONG HERE!! THESE UPDATES.....WHY IS IT NECESSARY TO "FIX" SOMETHING THAT ISN'T EVEN BROKEN???? Because....NOW it IS broken....
Verizon.......do something about this, please??????

Neenert88 I sympathize with you. I just added a line to my account because of major issues with the Droid Razor M which they could not fix.    I can't view email 99% of the time. I can open the app but that's as far as it goes. I live by email some days so it's causing big issues for me at times. No answer from Verizon when I had the problem with the Razor either, just that they are aware there are bugs and give it few weeks to see if they make any patches. I don't have several weeks to sit and wait to see if someone decides to make a decision to fix the issues.
I'm paying for a service that I cannot use, and there seems to be no care from anyone to resolve a thing. It's ok that they receive their payments but when there is a problem, everyone seems to disappear. Forget about insurance, $100.00 later, on top of what you paid already, you get a crappy refurbished phone that someone else already returned because of issues.
I have an appointment tomorrow with Verizon. If they can't fix the problem and guarantee it tomorrow, they can take the phone back for a full refund, of EVERYTHING, or reduce my bill for no access until they do, or I'll take my business someplace else and NOT purchase a product with the Droid OS.   Such a shame. I guess they don't believe in performing testing on applications or OS before it's rolled out to the public.

Can't get a strait answer from Verizon on loyalty program

I've called Verizon several times regarding how best to get monthly charges more in line with the true value of the services. It seems (like most companies) Verizon wants you to spend more and more each month on phones, plans, etc. but the value just isn't there. I was paying $175/mo. for 2 phones and a 4GB plan with Verizon. Does that make sense? I've talked to no less than 5 Verizon reps and only 1 person has mentioned the loyalty program. This is exactly what I've been looking for yet Verizon doesn't want folks to know about this.
So, here's the loyalty plan from Verizon: for each line, you get 2GB of data plus unlimited voice and texts for $60/mo. I suspect this also requires a contract. I don't know how long you have to be with Verizon though I've been with them for 10 years. Course there are the usual ancillary charges over/above this, i.e., taxes, insurance etc., but this is more in line with what I expect.
When I've discussed this plan with reps, there have been deliberate attempts to push me into plans with higher fees which is exactly what happened to me though I was told I would be able to recover $25/mo. from each phone as they were out of contract. The net was the 10GB plan for $180/mo was going to be more like $130 for me. Alas, that was incorrect information and I've since cancelled the new contract and went back to an older plan. So, what's a consumer to do. Wait. Complain - complain loudly in fact. This is unacceptable and loyalty and value should mean something.
I will update this thread as events unfold. If you've experienced this same or similar issues with Verizon, please speak out. A collective voice is much stronger than individuals.

AkumalLarry wrote:
A collective voice is much stronger than individuals.
This is certainly true, however a collective INFORMED voice is much stronger. People who fail to confirm/understand details of agreements which the sign and THEN complain about them is not all that strong.
The single line plan is just that, a single line plan. It is not a "loyalty" plan nor is it advertised as such. I believe there is still a "loyalty" plan which is not normally advertised which is unlimited talk/text and 1 GB of data for $50/month.

Calls and emails from Verizon

To {edited for privacy}, head of customer service in Tampa office
This isn’t about phishing per se, but I cannot seem to find an e-mail for customer service at Verizon…only “chat”.
I received a robo-call & VM last evening ON MY CELL PHONE from {edited for privacy}from “Jane” at “Verizon”. She reminded me that I must return my equipment or face additional charges on my next billing statement.
I received my return box on 7/23/15, and mailed it back to Verizon on 7/24/15 at 1:06 p.m. I will add that the box was mailed to me from you on 7/20/15.
I keep on getting e-mails from Verizon that will not allow me to respond via “reply”, so I called, and spoke with a CSR named Frankie yesterday (7/28/15). She tells me that Verizon has 30 days to check in returned equipment. Why all of the e-mails then? You want me to “return all equipment promptly”, or face $650.00 in additional charges, but you have 30 days to check my prompt mailing in?
Let me get back to the robo-call…{edited for privacy} is the phone number to a place called OnProcess Technology…they act as your/Verizon’s “repo-men” for equipment. I do not have to guess where they got my cell phone number from, {edited for privacy}
It may not be a serious issue to you, {edited for privacy} but it is serious to me. When a huge corporation like Verizon feels free to bully a customer to return equipment that is property of Verizon, and that customer has complied to the request, then be done with it. Your own CSR tells me YOU have 30 days to check it in, well, stop calling me on a number that I have repeatedly told you all NOT to use, and stop e-mailing me.
I hope that I do not have to take this to the next level, {edited for privacy}
If I receive one more call on my cell, that will determine my next action.

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.

Very Poor Customer Service from Verizon

I want to complain about the very very poor service I have received from Verizon. Since I activated my 3.0MB DSL plan in Sept. I have yet to get an upload speed greater the 0.9MB. I have called Customer Service 2 times, each time I was on the phone for 2 hours and at the end of each conversation I was told that a field service agent would be dispatched to the area because there was a problem with the out side line. I have even sent them emails and feedback, nothing. I ran their in service agent and it too showed a download speed of 0.7MB.
Yet I am still being charged 39.99 each month. Its a New Year and I am still waiting.

#1 Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that the final hop (bottom-most line of the trace) will contain a hop with your IP address in it. Remove that line. What I'm looking for is a line that mentions "ERX" in it's name towards the end. If for some reason the trace does not complete (two lines full of Stars), keep the trace route intact.
Can you provide the Transceiver Statistics from the Westell? Visit http://192.168.1.1/for me and do the following:
1: If you see a Blue and White Westell page, mouse over Troubleshooting, go to DSL, and choose Transceiver Statistics. Copy/Paste the information on that page.
2: Go to System Monitoring > Advanced Monitors > Transceiver Statistics. Copy/Paste the information on that page.
3: Try visiting http://192.168.1.1/transtat.htm which is a direct link to the Stats on older modems.
If you need a Username and Password, try the following:
admin/password
admin/password1
admin/admin
admin/admin1
admin/Serial Number.
By Serial Number, I don't mean type in the words Serial Number. I mean find and type in the serial number found on the bottom of this router.
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Do not buy anything from Verizon that they ship to you

I have returned 2 Apple iPhone 6s that did not work properly (Verizon could not even activate the second one) and now the bullies at Verizon are charging me for both despite the fact they were returned to them almost 3 weeks ago. I have called 6 times and spent hours on hold. Great customer service, really nice people, but they are useless. Beware: never buy anything from Verizon that is shipped to you. They will screw you. I have the tracking numbers. The Customer Reps acknowledge receipt, but no credit given.

dsfrench
This is not the type of experience we want our customers to have. Did you use the shipping labels provided by Verizon Wireless? How did you ship the phones back? Provide more details to better assist.
YareliM_VZW
Follow us on Twitter at @VZWSupport

How do you get a RESPONSE from Verizon?

How does one get a response from Verizon? Here's my situation...
Given the amount of trouble that I have had with a recent order, you would think that I was trying to land a 747 jet on my roof. In reality, all I was aiming to do was to cancel the $19.99 per month phone service that I never used. I do not even own a phone, for that matter. I also had enhanced high speed Internet, and I wanted to retain the high speed Internet. A few days before January 13, 2012, I called Verizon and spoke to the 1st sales representative, who ensured me that it was no problem to cancel the phone service and yet retain the high speed Internet for the same monthly price. 24 hours later, my high speed DSL service was no longer functioning. I will try to briefly explain the disastrous customer service that ensued.
The first several phone calls to Verizon were not productive as I was transferred to the wrong department, and then at least one of my phone calls was dropped by the Verizon server. The representative did not call me back. I finally got in touch with a technical support representative, the 2nd Verizon representative, who informed me that the high speed Internet had been turned off and that I had to speak to a sales representative to solve the issue. Another sales representative, the 3rd Verizon representative, informed me that the 1st representative had cancelled my phone line, and thus cancelled all of my services. Great. The 3rd representative informed me that he was absolutely capable of handling the problem and that he would simply add a new order for high speed Internet, which was to be activated the next morning. The next morning came and went, and guess what? No Internet. I called again. The 4th Verizon representative told me that everything that had been done previously was incorrect and that the sales department is not capable of making such changes. She told me that she could not help me and that my claim had to be submitted to a different department, which has the authority to un-do all of the previous changes. She told me that I would receive a call back the same day to resolve the issue. Given my previous experiences with Verizon, I was confident that I would not, in fact, receive a call back and so I asked her how I could get transferred to this department, if I needed to call again. She said that I could not be transferred. Okay. So then I asked her what to ask for so that next time I called, I could be transferred to the correct department without dealing with yet another sales representative who gives me yet a different story. She informed me that she could not provide that information to customers. The Department That Shall Not Be Named (and that I cannot contact) did not call me, and I was not surprised. Unfortunately, I did not know how to go about contacting them, because, as I was told, customers aren’t allowed to do that.
The 6th phone call to Verizon was dropped by the Verizon server. The 7th phone call to Verizon went to the 5th Verizon representative, a sales associate who placed us on hold for the first 15 minutes only to inform us that she could not find any record of our Internet service. What the heck was she doing, checking her Facebook account? She finally returns, puts us on another extended hold, and then adamantly tells us that we need to speak with technical support, which, if you recall, was the first Verizon party that I spoke at the beginning of this debacle. The 5th representative transfers me again to technical support. Of course, the technical support personnel, the 6th Verizon representative said what the first one did, that the account was inactive and that we needed to talk to the sales department. My husband was on the phone at this point because I was DONE. When the 6th technical support representative tried to transfer him back to the sales department, my husband insisted that the 6th technical support representative remain on the line while we spoke to yet another sales representative, the 7th Verizon representative. The 6th technical support representative patiently waited with us while we sat in yet another long queue to speak with a member of the sales department.
The 7th sale representative, from the retention department based out of New Jersey, found that all previous orders had been set up erroneously. She cancelled the old orders and reinstated a completely new order. The DSL began working a few days later. MAGIC. She then left me a voicemail message saying that she would eliminate the activation and shipping fee (duh) as I never canceled the account to begin with and as I already had the equipment. She also applied a coupon to reduce the price to around $30 per month, assured for the next 2 years. I was relieved.
You can imagine our frustration then when we received the bill for $79 on February 6, 2012, which included a much higher monthly rate (around $45) and the shipping and activation fee of $19.99 that we were assured we would not pay. Again, nothing was shipped to us because we already had the equipment.
Our next phone call to Verizon landed us with a guy, the 8th Verizon representative, who had no intention of helping us. According to him, there was no record of these wrongs, and despite the fact that we had an old account number and three order numbers that were screwed up, he did not deem that there was enough evidence to change our monthly bill. (Unfortunately, the 7th Verizon representative did not make notes or appropriately document the situation on the new account.) The 8th Verizon representative then had the audacity to comment that we could be lying to him, yet he was unwilling to view the evidence that we could have presented. Instead, he suggested that we call tech support again and try to go through the same process to get connected to the mysterious “retention department” which he knew nothing about.
At this point, I was beyond fed up. The attitude of the 8th Verizon representative put me over the edge. I filed a complaint with the Better Business Bureau (BBB) with an abbreviated version of this story. I did not file the complaint to get back at Verizon. Instead, I filed the complaint because I knew that another phone call to Verizon would be useless. I’ve been dealing with this issue for over a month, and I’m sick of it. I have better things to do with my time, believe it or not, and this situation has resulted in a significantly waste of my time over what, in my opinion, was a very simple issue to resolve.
The BBB processed the complaint and I was contacted last Friday afternoon by a Verizon representative (the 9th) who said that she was looking into the matter and that she would respond to me within two to three business days. Well, it’s almost the end of the week, and I have received no response. Again, after all of this, how could I be surprised?
I have been a Verizon customer, wireless and residential, for as long as I can remember, but I am reaching the point of outrage. This situation is truly unacceptable.
You would think that, in 2012, with all of the technology available to us and the fact that Verizon is a COMMUNICATIONS COMPANY, that at least Verizon employees would be able to make a basic change to an existing order and that at least one out of 9 Verizon representatives would be able to solve this issue in a span of over four weeks. Think again.
How does one get a response from Verizon?

dougiedc wrote:
It boggles the mind. The Verizon store on L Street downtown Washington, D.C. cannot access my Verizon account. They can only sell cellphones then it's up to me to contact Verizon on my own to get the hook up. I even asked "Are you Verizon employes? Is this a vendor store or is it really a Verizon owned and operated store?" The answer "Yes, we are Verizon employes, yes this is a Verizon owned and operated store" ...
Yes, it indeed boggles the mind. I'm of course referring to the fact that your post concerns Verizon Wireless products and services. This forum is dedicated exclusively to Verizon Communications services. As you probably know, Verizon Wireless and Verizon Communications operate as separate companies.
If you need help for a Verizon wireless product or service, it's best to direct questions to the Verizon Wireless forums. You can reach them by clicking on "Wireless" (either here or at the top of the page).
Good luck and I sincerely hope you get your issue resolved.

Jump Ship from Verizon to AT&T?

Whats up guys,
This topic has most likely already been covered somewhere in the past few trillion posts about the iPhone, but here goes... I drool over the iPhone daily but have not committed to one yet and I was wondering if anyone could provide me with a little feedback on having ditched Verizon (which I feel is a pretty reliable network) and bought the iPhone, hence moving to AT&T?
Are there any issues with more dropped calls on AT&T than Verizon? Any other reliability issues? Is AT&T's 2G EDGE really that slow? Are the rate plans between Verizon and AT&T about the same in terms of minutes/$? Are you happy with your decision? Should I go for it? I desperately want to, but just need the push.
Any feedback would be most appreciated. Peace.

I hated Verizon. It got so bad I was literally dropping EVERY call I made. My calls to customer support were a waste of time, it was obvious Verizon didn't care at all. I got so upset one day that I threw my phone on the ground in a fit of rage, and obviously blew it into a million pieces. I switched to Cingular that day and just payed off the last month of my contract with Verizon.
Cingular was like a breath of fresh air. They acted like they were actually happy to help me when I called support or went into a store. The rollover minutes alone were worth switching and have saved me HUNDREDS of dollars in overages (my first bill from Verizon was over $400, I should have left them right then). I get more minutes for the same money with Cingular. The cell service has been superior in every single way. Where before I was lucky to get a signal on the street corner standing as tall as possible, now my cell phone even works in my basement. I couldn't be happier. Then in walks AT&T. Like they were the big heros in this iPhone deal. AT&T can bite my A$$. The cell service is still fine, but it's the little things that **** me off. Like their refer a friend program. I have referred 4 people so far who signed up to contracts with AT&T, I sent them a referral, they replied back. We didn't get credit for a single one! AT&T goes out of their way to make it impossible for you to collect the referral credit ($25 for both parties). I won't get into it now but lets just say, I'm finished referring people to AT&T.
Check whomever has good coverage where you live and go with that service. If you want an iPhone you can either use AT&T or hack it and use T-Mobile (I've always heard good things about them).

Expiring plans - New confirmed bundle Offers that no one from Verizon can find

Just wanted to see how many people are out there with the same disappearing bundle offers like mine? I called to get a new plan last month and added some new equipment to my package. After 10+ days of waiting I called to find out where my equipment was and now, no one from Verizon has any idea about the new bundle I signed up for, nor do they have any idea what equipment I added. By the way folks, the confirmation number that they give you is of no use, they claim that the number was not any good either. Maybe they should listen to the recording they made me submit to.
Then again they might have to uphold the price they quoted me!
Most of my friends have seemed to have gone through the same scenario's lately.

Same issue here, renewed my contract and was told my price, my Bill ended waaaaay much more than the rep. quoted me with taxes and STB's included.
Called twice and emailed once, they have no clue and act like there is not much they can do.
I run a business and if I tell my customer a price, THAT'S THE PRICE!
Verizon is pulling this tactic with everyone it seems, it's kind of a shame because I really like the product.

Yet More Unreturned Equipment Charge Shenanigans from Verizon

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