Is this the only way to file a complaint?

I upgraded my Verizon internet service a few months ago, because my connection speed was very slow. I observed that it wasn't getting better and today it was actually worse it's ever been. While Verizon seems to be putting all their efforts into FiOS, it is not available in my area, so I am stuck with "high speed" internet.
I contacted Verizon customer service and was informed that my speed was never upgraded, but the billing department seemed to have gotten the memo and have been charging me since the upgrade order went in.
I want to file a formal complaint because this is absolutely absurd, but I was informed that there is no email address for issues like these. It doesn't really make sense that you can't send an email and community forum complaints are the way to go. Can anyone provide some insight. Thanks.

Is this for landline internet service? If so, you're on the wrong website. You want Verizon Residential. www.verizon.com

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