Why can't verizon correct it's billing problems.

From all of the posts on here and my own experiences it is obvious that verizon has major issues in it's billing and customer service departments.
This time around my problem stems from buying the new quantum router.  The router it replaced was an upgrade from the original router that was installed when I first started my service and I paid for that router when I upgraded to it as well.  
Now they are charging me for not returning the router that belongs to me.  I placed a call over a week ago and the customer service rep assured me it would be taken care of and a credit would be issued..... nothing has happened.  
Since I keep reading all the collection horror stories I am worried the same will happen to me. 
Why does verizon have so many issues with billing and then not take care of the problems when a customer calls.  The rep I spoke to on the phone said she had no reference number to give me and she had taken care of it herself.   Apparently not.
So, any suggestions on how I can get this fixed??????
E Howard
Solved!
Go to Solution.

Hi ehoward,
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 or to help you resolve your issue. Please remember to check your spam/junk folder if you do not hear from an agent.

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    sc98007 wrote:
    I traveled for several weeks overseas in April and requested to suspend the service. When I arrived I resumed service. I am very cautios when it comes to minute usage, and frequently check verizon for minutes used/left. When I arrived on the 3rd of May and resumed my service, I noted how minutes I have left on Verizon's website and before the cycle ended on May 18, Verizon website was showing that I was well bellow my plan's minute allowance.
    Then on May 21st I was shocked to see a $54.90 charge on my bill for exceeding my minute allowance! I called in and the rep, Ashley told me that Verizon website was showing inccorect information, and in fact my minutes had to be prorated, that's why I was charged. And despite the fact that I was mislead by Verizon own website, and wasn't notified by any other means about my actual minute limits (like SMS which Verizon is sending to customers that are about to exceed their limit as a matter of policy and soon an FCC requirement). Despite all that, I will not be reimbursed.
    I try to think of a good reason why a tech savvy company like Verizon is not capable to show actual minute limits on its website, other than to bait and switch its customers ! Unilke, roaming charges which may come from external sources, there is absolutely no excuse for Verizon not to show actual minute allowance on its website when bill is prorated, since this information is internal and customers rely on it!
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    Post relates to: Treo 700p (Verizon)
    Post relates to: Treo 700p (Verizon)

    What's a guy to do?  You either switch or wait.
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    WyreNut
    I am a Volunteer here, not employed by HP.
    You too can become an HP Expert! Details HERE!
    If my post has helped you, click the Kudos Thumbs up!
    If it solved your issue, Click the "Accept as Solution" button so others can benefit from the question you asked!

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