My experience, frustrated and next step is cancelling our family plan

Question

This is my experience, as frustrated as it makes me, I wanted to post so others don't have to endure this...
I have been a customer of Verizon for a long time (had the same number since 1993 and Verizon for a big part of that time).  We have had a family plan for our boys, my wife and I with I phones, air cards, I-pads you name it. I had a single air card on a different account for using at work and never used it, so when my wife and I visited a store to upgrade her phone, I decided to cancel the card.
This was in January 2012 and when I asked at the counter what I needed to do to close it.  I was told that I owed a couple of months and there was a couple of months more on the contract and I said "ok whatever is left".  They charged me and said, ok sir, it is all taken care of.  I paid $176 that day and have the receipt. 
Fast forward to March.  They send me a bill for $75, to which I respond by calling and talking with Customer Service.  They say, well let us call the store to verify.  Then they call me back the next day and say Well the store verifies so we will remove this from your account.
Fast forward to May and I get another Bill --- so repeat the process and call the customer service dept.   We talk, and then supervisors for what was probably hours.  Result was "we are so sorry sir, we will credit your account right away".
Another Fast Forward to June.  I get a bill for $140 (late fees now).  We have a longer discussion, more supervisors and end up with "You are right, we talked with the store and they can't remember, so we are going to go ahead and credit this for you....Give us a call on Monday just to confirm everything"
That next day, "sir I am so sorry you had to go through all of this, I will personally take care of this for you...you may not know me, but I stand behind my promises, so don't worry" (seriously).
Fast forward to September  Collections Notice from CBE  (wow really?)
Called and explained it should have been credited and told they could see all the notes in the file and that a credit was applied, but I would have to call back during the week.
Just called today and spent two hours being on hold and having repeated new people read through the file.  Finally ending with Helen who says "I'm sorry, sir but you have an outstanding bill.  I said what do you mean, it should all be in the notes, I have been told countless times it was all going to be credited.  She says "No I don't see that here".  I ask for a supervisor and she says she is sorry they have left for the evening (My call started at 3pm and this is now 4:45pm).  She says I need to put you on hold for a few minutes...10 minutes she gets back on the line and says "sir I am filling out a form, you should get a call from a supervisor in 24 to 48 hours"  I said "I am trying so hard to be nice, but I am extremely frustrated with this whole thing and considering switching our family plan to any other company that values a loyal customer".  She says, well I am sorry sir, but I just can't help you. 
This company is so big and so out of touch and now stepping on me for a wrongful $75 and stand to lose $325 a month for the next 10 year easy (3 cell phones and an air card).  If I was their manager, I would do anything I could to keep a loyal customer that had been with us so long (not to mention not billing for things that have been paid and agreed to be taken care of)
I don't think I can take another 30 minutes of being on hold and listening to that same music only to explain everything to the next rep.  At this point my only option is to email the local tv station customer advocate Jesse Jones.  And then to start the process of switching our accounts to another company (I can hardly wait).  It is too bad a good customer was driven to leave.

Answer 1

    Hi bobwina!
It saddened me to read your post, and see that your issue is not yet resolved. I'm here to make sure we work together on a resolution. Please send me a DM including your name, your mobile number, and a good contact number for you. I'll be able to review everything and work this out once and for all!
Christina B
VZW Support
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