How do I escalate this to someone who actually cares and can fix the problem?

Question

We have an ongoing problem related to our phone service, bundle, and billing that has been ongoing for months now (It's a long and complex story so I'm not going to post the details here unless it'll really help). My wife and I have repeatedly made calls to Verizon to get it fixed and the calls always go like this:
1) We get transferred between various people and departments, usually having to wait on hold for long periods of time.
2) Eventually we get transferred to someone who claims that we'll be called back.
3) We never got a call back.
The last time I called I asked immediately to speak to a supervisor and was told one would call me back -- but they never did.
I've had enough of being put on hold for long stretches of time only to be transferred between departments and promised a callback that never happens. What can I do to escalate this? If Verizon doesn't have an escalation process then is there some government agency (FCC) that regulates the company that I can contact and complain?

Answer 1

Just an update: it's not going very well so far. I did receive a private message from a Verizon rep over the weekend and also replied to it over the weekend. Two days after I replied I got an e-mail from a different Verizon rep stating that I had been sent a private message but hadn't replied to it. I pointed out to that rep that I HAD replied to the only private message that I had received and asked her to re-send the message I supposedly hadn't replied to. She did write back but didn't re-send the mystery message or offer any explanation for why she thought I hadn't replied.
In the meantime, the original / first rep that replied has been starting at square one, asking me how many phones we have in the house and seems to not have the information regarding the numerous conversations my wife and I have had about these problems in the past. I also had mentioned to this representative that we've had multiple visits from Verizon technicians but she says that she has no record of any visits and asked ME to supply the date of the last visit (???).
As I pointed out to her, the last time we got a visit from a technician, he accidentally disabled our land line service and had to come back later that day to restore it -- but never did fix the original problem that we called about nor has anyone else tried to since then.
I'm going to give them a couple of more days and then I'm going to contact the Texas PUC and the FCC. It's about time to let someone else fight this battle for me.