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!