Billing problem - who do you call to get results? No luck so far in 4 months

Question

I tried an edge phone but since the sales rep basically lied to me about discounts in order to make the sale, I returned the edge phone within 3 days and kept my original phone. About a month later I started getting texts to remind me to ship my old "trade-in" phone. I called and spoke to a rep and he said I should be all set. The system correlates that I didn't keep the edge phone. A little time goes by I get another text. Talk to another rep who says the first couple of people forgot a step but he took care of it and I'm all set. Then I start getting emails. I talk to another rep and they say they will call the store where I made the transaction. The store verifies everything I have been saying and the rep says everything is all set. A few weeks later and another email saying I will be charged $299 for not returning the phone. I call the rep and they say I should go to the store to get it straightened out. I'm almost falling for this when I remember the charge is not for failing to turn in the edge phone, but for failing to ship the "trade-in" phone to Verizon. I tell the rep and he says I'm right. No need to go to the store. He does something in the system and says the $299 will be removed from the bill once it goes through the system. Few weeks later check my credit card statement and they have charged me the $299.
So my question is... WHO do I talk to to get this straightened out??? Seems like nobody knows what they doing, what they're talking about, or has any authority to correct billing problems. But somebody must know how to correct their mistake. Who??
Thank you.

Answer 1

    kphone123, you've reached the right place for assistance. Edging up requires that you trade in your old device. Once you return that device and its confirmed that it's in good condition, the equipment charge will be credited back to you.
For more details regarding how Edge works, click here: http://vz.to/1mYDhk7
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