I being trying to find a way to dispute an Verizon charge - Help

Question

I am a loyal customer with Verizon for many years never had a dispute until now.  I have being in the phone for long times plus sent letter to the only address provided. (Seems Verizon does not have a way tog et emails) I sent one letter back in August to Correspondence Team - PO Box 5029 Wallingford, CT 06492. So far September 20, have yet to receive a response or even an acknowledgement... I sent another one today.
It is disappointing to find that customer service is not what it used to be and in this days they do not seem to care much for working with loyal customers.
My  issue is simple,  one of the phones in the account was defective and went to the local store to verify it was the phone and no other issue. The manager reviewed and tested the phone and confirmed the phone was in good conditions but was not operating correctly. He then ordered a replacement which I received. I also receive Verizon box for the return and placed the defective phone in it in good condition and shipped per instructions. When Verizon received the defective phone they claimed there was a crack on the screen which I have no knowledge. I have no reason nor idea as to the damage they claimed the phone has. What I do have is Verizon added $299 charge for the replacement phone and apparently I do not have a way to dispute their claim.
Verizon charged my account $299 plus taxes, etc. and I refuse to pay as when I placed the phone in the box it was intact. Verizon should have made a claim with the carrier and not bully me on paying for the damage phone which I am certain was in good condition when placed into the box.. First and most important I would not have sent the phone if it worked OK. Furthermore if I broke it, I would have used my insurance instead of trying to get Verizon to give a free phone.
I will continue to pay for the bill minus the dispute charge until is credited and the issue is resolved. I appreciate any help to resolve this matter as soon as possible.  Thanks

Answer 1

As of today September 21 at 9:20PM have no received a picture. Still having a picture does not suffice as once again I placed the phone intact inside the box for return. If I knew there could be an issue, I would have taken a picture as well and this dispute would be over.
Perhaps Verizon needs to request from customers to take pictures of the phone in the package before closing to verify the phone is intact. Should be part of the requirement.
. At the same time a picture at Verizon does not guarantee that the package was to dropped with the carrier or within Verizon or that the person opening the packaged dropped or that they mistakenly used another customer phone and made an error.
Once again Verizon can look my track record and see that this is the first in many years. I am not about to start playing the system. If I broke something I take responsibility.
ON this occasion I request the charge is removed.
Thanks