How do I file a complaint about the service I received from Verizon and if I file a complaint, will anything really change?

Question

I was considering changing service carriers for two of my children on our Verizon plan.  The plan was extremely expensive and my two high school aged children had very old slide phones (one wouldn't even receive calls anymore!)  I had another carrier that was much more reasonable for what they needed and they were both able to get smart phones for $100.  I called Verizon over the holidays to check if the phones were under contract.  The customer service representative asked what I was thinking about doing.  I was very honest and told my plan.  I was then told by the representative that the phones were not under contract.  I switched my children to the new carrier only to receive a $428 bill for early termination of contract!!!! 
When I called back, I was told by the new representative that I did receive correct information.  Apparently, I did not ask the "correct" question.  The "correct" question would have been, "Are the LINES under contract? (not the phones!)  Now, I am trying to file a complaint and have no idea where to find the area for the complaint!  Please  help!

Answer 1

AmberF
If I port back, I have to take away the two smartphones that I gave my high school children for Christmas.  (Sorry kids, Mom is sending back your Christmas gifts because Verizon did not give me the correct information regarding our plan!  You get to go back to your 6 year old slide phone, which doesn't receive calls, and your 3 year old slide phone, that doesn't make calls!)  Also, if I port back, the best that you can give me is $30/month on these phones unless I purchase new phones from you! 
I have decided to write Verizon a letter of complaint.  I am willing to concede that maybe I did not use proper terminology when requesting information regarding my plan.  I did, however, inform the customer service representative of what I was trying to accomplish and she should have been more upfront with me. I am looking for some type of compromise from Verizon.   I just received my Verizon bill and it is $817.58!!!!   While this will create a very difficult month for my family financially, I am going to pay the bill in the hopes that Verizon will issue me some type of credit for their part in this debacle! 
If I do not receive some type of compromise from Verizon, I now know when the contracts for all my other lines (5 at home and 5 for our business) will no longer be under contract.  If Verizon cares so little about their customers that they refuse to admit that they might be somewhat at fault, they will no longer have my business.  I will regret this decision, because except for a few minor problems, Verizon has usually been easy to work with.  I consider this a major issue.  I was trying to be prudent and check the terms of my contract before I made any changes and I don't feel Verizon was honest with their answers.
AmberF, if you can make some sort of financial compromise happen, I will be very happy to thank you!  As I stated,  $817.58 Verizon bill is going to make February and potentially March very difficult months for my family.