I'm getting charged for a glitch in the Verizon system, how do I fix this?

Question

To Whom It May Concern:
We have been a longtime and loyal Verizon Wireless customer and advocate. Up until yesterday, we could not imagine ever using any other company beside Verizon Wireless. However, we received our bill yesterday and were shocked to see it was over $800. After talking to several customer service representatives throughout the day, we were directed here.
In the past we have regularly received warnings via text and email warning us that our minutes could go over (that we understand are a courtesy) up until last month when we did not, and went way over on our minutes. We have come to rely on these courtesy texts. When they were taken away we got hit really hard. Customer service representatives have said there is a good chance that this was just a glitch... that is costing me $600 on top of our bill.
If this were our fault, we would have no problem paying the extra cost but because it is a glitch and we found text message warnings as recently as March 27th (the month before our problem). This means that the one month we did not receive warnings, we went way over. We really do feel this isn't fair.
We have been on autopay for years simply because we have trusted Verizon Wireless to take care of us and our money. This trust has kept us from going to other companies and has also helped encourage friends and family to come to Verizon. We now feel like that trust has been betrayed and a big company just doesn't care. We run a small business and understand the importance of brand loyalty. The problem is, brand loyalty doesn't work when the brand isn't loyal to their customers. If we treated our customers in this manner, we would go out of business.
Every customer service rep we have talked to has been absolutely incredible. However, this system seems incredibly unfair.  We are getting punished because of a courtesy that was regularly extended and then withheld... what kind of a courtesy is that? If it is a courtesy only when it benefits Verizon and not long time and loyal customers, it really isn't a help or a courtesy. We would love to continue to be loyal customers for many years to come but at this point, we really do have to re-think things.
This is particularly hard to swallow because every person we talked to yesterday said we are paying these fines due to a technicality in the policy (the text messages are technically a courtesy) that covers the fact that there was a glitch in Verizon's system so we didn't receive this tool that we have come to rely on. Basically, we have to pay for Verizon's glitch. We do not understand how this is good customer service to stick it to loyal customers who have loved your company for years. 
Yesterday we did some cursory research and another company assured us that this kind of thing would never happen with their service. They are also less expensive. We have always had zero problems with Verizon's cost because of the quality service we have received. We also have believed that the business model and leadership of Verizon is solid and other companies have cut corners to give customers lower costs. When higher costs aren't met with higher standards, it makes it harder to spend more on a company. Yesterday, in order to avoid another glitch we had to sign up for a plan that is $20 more per month. Once again, everyone we spoke to yesterday was incredibly kind and were doing their best to help. They did as much as they could and said their hands were tied by the system. But, they could not fix our problem.
The question is, who do we talk to about getting this matter resolved? We spent hours on the phone yesterday and the reps basically said we should write a letter and post here.
Please help me as we'd like to continue with Verizon and restore our trust in this company.
Thank you for your time.
Sincerely, 
Robert & Lauren

Answer 1

Wow!  
This similar scenario happen to me yesterday, my billing cycle began with 54minutes of peak/land line used.  I immediately checked my call log and there were No calls of such made at start of cycle.  Called Verizion and got a nice rep, but she was New cause she kept putting me on hold to inquire with a manager.  first she stated that those minutes could've been from two months or so and are just now hitting your bill usage.  Are you fricken kidding me? With technology as advanced as it is, your saying it takes that long to log a call? ** I'm not buying.  So she transferred me to a Tech. Support person who was very knowledgable and assesses the problem right away as a"Glitch" in Verizon's System.  He assured me someone would call to confirm the correction and reverse any charges. 
What if I had not checked online my usage?  Which I never do.  I just happen to log in to view a new phone for upgrade.  i do know if this glitch is not fixed after 15years with Verizon in 7days they will be retired from my use.  It's sad to know how many other customers are being charged in this manner without knowing.  If Verizon is not working effortlessly to fix or correct this problem, then it looks like a greed for profit situation.