I am furious and Verizon doesn't seem to care!!

Question

I am a long time Verizon customer.  I actually date back to 1997 when I was a part of Airtouch.  Regardless, I am having an issue where equipment charges have been added onto my account.  Back in early December 2014 my daughter and I upgraded our IPhones from the 5 series to the 6 series.  Each new phone had individual postage paid envelopes to mail back the older devices. I put each phone in its respective envelope and mailed both devices back to Verizon on December 22nd. Both devices were received on December 30th. 
However, on December 25th I did receive email notices from Verizon telling me that my daughter’s phone had not been received.  Yet, when the saw via the USPS website that both devices had been received on December 30th I thought that this would cancel out the emails received prior, because Verizon had received both devices.
Fast forward to the last week of February 2015, I look at my Verizon account to see how much my current charges are and I notice that I have over $700 worth of equipment charges on my account.  My equipment charges are generally somewhere in the $100+ range. 
I call Verizon on February 26th.  I speak to a seemingly very helpful gentleman.  I explain the situation and he tells me that he called the warehouse and they confirmed that they received both devices.  He was even able to tell me that the warehouse team would credit my account $622.84 seeing the warehouse had indeed received both devices.  I called at 9:09am MT.  The gentleman told me that the credit would be on my account by 2:00pm MT. 
I checked my account on February 27th and the charges had not been removed.  I called in again.  This time I spoke to a young woman that clearly had no idea what she was doing.  Or at least, that’s what I thought.  Really, what was happening was she was trying to understand what the last guy that I spoke to did and how it was that he was able to tell me that my account would be credited.  She basically wasted 25 minutes of my life and she too did nothing to fix this, despite telling me that she did.
I called again on March 3rd.  Unlike before, I was able to find my tracking numbers and give them to the young woman I was speaking to.  Maybe it’s just me, but upon receiving the tracking number, I would think that this is an open and shut case.  The tracking number definitely prove that the devices were received by Verizon.  I was foolishly thinking, “OK.  You have the ESNs (the electronic serial numbers) for both phones.  You have the tracking numbers used for each phone.  You know the phones were received and you can put the tracking numbers against each.  This should be enough to remove the charges from my account.”
Well, I was wrong. Apparently, there is a process that involves a form that has to be filled out.  As expected, the young woman, nor her team lead, could tell me when my account would be credited.  Nor could neither tell my why two different representatives were not able to follow the correct process to take care of this.  Also, as per the team lead, the area that has to handle this is one of those areas that NO ONE in the world can call to contact.  So, I am to believe that there is a place in Fort Worth, TX, where people go to work checking in received devices that has no form of communication between it and the rest of Verizon.  However, the form somehow can mysteriously make its way there.
So, just for grins, I looked at my account today.  The $622.84 is still on my account.  I have no way of really following this up.  I am just supposed to believe that it’s going to take care of itself.  I am livid!  This is ridiculous.  I am furious that this is what 18 years of being a customer has earned me.     

Answer 1

I'm not sure how to send you a direct message.  I don't do Twitter.  Please let me know how to send you a direct message.  By the way, the equipment charges are still on my account.  I think I'm going to have to take this to my local news here.  Perhaps I'll get some traction in that manner.
Profanity removed as required by the Verizon Wireless Terms of Service
Message was edited by: Admin Moderator