Need Help - Unsure What To Do - On Edge Plan and They Have My Device

Question

I am in need of help or advice and do not know where else to turn other then here.  I am trying to get in touch with upper management in reference to my account. 
I recently purchased a Note 3 on the edge program only to be disappointed with what was to follow.  On the first day of owning the device I was truly fascinated with all the option that I now had in my hands.  Along with the capabilities of the device itself.  On day two the device deactivated itself, not really sure how this happened and of course either was tech support but after an hour and a half on the phone they ended up telling me to put a different sim card in the phone in order to get it work correctly.  At this point I was kinda of skeptical of the device, considering this was only day two of owning it.  Sad to say, but my intuition was absolutely correct.  A few days later I started having issues with the camera, so i took it in to the store to have them swap it out since it was still under the 14 day period, only to be told that there was nothing wrong with the device.  I tried to explain to the sells rep that the pictures where coming out blurry and showed him a few examples.  Of course the rep fed me full of nonsense in order to keep from swapping the phone out.  A few days later I started having issues with incoming calls, I would have to say "Hello" a minimum of three times before the person on the other line would hear me.  I then called Verizon and told them I wanted to have the phone replaced and explained to them that maybe I just got a lemon, no harm, no foul, just to send me a new phone and call it a day.  Well I was sure in for a loop, the rep explains to me that only the stores can swap out or replace the phones with a new device.  I tried to explain to the rep that the stores here are notorious for misleading customers so they do not have to replace or swap out the devices.  The rep again told me there was nothing I could do unless i wanted a certified pre-owned device.  I told them I would attempt the store again.  After numerous times calling in to tech support and visiting the store, the issues with the device increased.  I was now having camera issues, call issues, phone calling itself in my vehicle all the time, screen going grey, charging issues, and the last people stating that I was echoing. 
It is now the 14th day and I called in and explained to the rep that I needed to have the phone swapped out or return it.  The rep went on to explain to me that since it was the 14th day that i couldn't return unless i paid a restocking fee.  I explained to him all that I had been through and he agreed to replace the phone with a new device.  Well, a few days roll by and no device but I did receive an envelope in the mail from verizon with a prepaid shipping tag.  I called back to verizon and explained to them what I had received and what I should have received.  Only to be told once again that i would have to go to the store, but on this instance I was to ask for a manager and have them replace the device.  She was to put everything in the notes so there would be no issues.  I arrive at the store, check in, wait the normal hour wait and finally get helped by the manager.  The manager tells me on the camera issue that it is far worst then most adroid phones on the market today.  I explained to him how I was told it was the same as the camera in the S4 he told me it wasn't and that the sales rep over the phone don't know what they are talking about, he also explained to me that they are inexperienced and have no training.  He explained to me that they know the product better because they touch it everyday.  I then told him i was just there to swap it out and thats all i wanted.  He told me that there was nothing wrong with my phone.  I told him about the call issue, his response to that was, your getting dropped calls because you are picking up all the wifi open networks in the area.  I told him I didn't state i was having  problem with dropping calls, I told him I was having issues with incoming calls.  I then showed him, he of course saw it and said that all Note 3 devices do that.  I asked him about the charging issued, his response to that, call Samsung they know about the problem and will take care of the issue.  Ok, what about the phone calling in itself in my vehicle now, never did that before, he states, you need to turn off the bluetooth, wifi and other networks.  I told him that doesn't make sense and that I had already had the Acura dealer look at it.  He told me they software in the vehicle was probably out of date and that the techs don't really update that kind of stuff.  So I told him, in other words i have a dumb phone since I can't use anything on it.  That doesn't make since.  He explained to me that he did not see anything wrong with the device, despite the fact that he saw all these issues. 
At this point I call back to Verizon wireless and ask them what they would like me to do, since they won't swap it or let me ship it back.  They agreed to replace it with a certified device, and of course out of frustration I agree.  Naturally after cooling off and talking with my wife, we had both agreed that this was unacceptable especially since we where paying full price.  I agreed with her and called Verizon the next morning and told them to cancel the order, they agreed and of course after an hour of telling my whole story, which sorry It would be a novel it I wrote everything that happened, they agreed to have their manager call me back in four hours.  Well we have all heard that before, I definitely wasn't going to hold my breath. 
A day passes and I call back to find out what the status was on the new device, only to be told there is no new device.  They get me over to tech support, since apparently they are the only ones who can replace a device with a new device, and after an hour and a half I am told I would have one shipped out next day air, that it had been approved by upper management.  They explained to me to refuse the one that was coming, since they never canceled it, and use the prepaid label I had to ship the original Note 3 back.  Of course not using my head I do just exactly that, so now I have no phones and guess what, the one they said they where going to send me, it is sitting out there in la la land.
I call back on my day off, I actually spend 6 hours of it on the phone with verizon, to be laughed at, lied to and belittled by verizon employees.  I finally get a manager by the name of Natalie Thomas, she explains to me that first she needed to receive the original device in her warehouse before she could do anything.  She also explained to me that she would check it everyday until it got there and once it did she would be in contact with me.  She also gave me her email so we could communicate back and forth.  It was all great until verizon actually received the phone, after that she has no longer answered any of my emails or calls.  I am still without a device and being charged for it. Now every time i called in, everyone had seen the order for the new device, except for Natalie Thomas.
It has now been four days and I have still not heard anything, so I went a head and paid my bill minus the fees for the new device only to receive an email 7 hours later threading to suspend my account and be charged more fees.  So, naturally i call them and speak with Cynthia, she explains that she also sees that same order that has been in there since the 29th of May but is unsure as to why it has not shipped.  She explained to me forutantely you got in touch with the same department that did the order so they could take care of it.  She then told me a manager would call me back in 30 minutes to finalize this order and get this phone finally on its way. 
It has now been 4 hours and I have still not heard anything.  So, with all this said and done, minus a few other calls, does anyone know how I can get in touch with upper management to get my account resolved?  I know have a $699.00 bill for a device that I do not have, no Note 3, and all the fees to go with it.  I'm not sure calling will do anything since I can't get anyone to call me back anyways. 
Any advice we truly be appreciated, or if someone has a way to get a hold of upper management that would be a huge help. 
Thanks
Jason

Answer 1

I am in need of help or advice and do not know where else to turn other then here.  I am trying to get in touch with upper management in reference to my account. 
I recently purchased a Note 3 on the edge program only to be disappointed with what was to follow.  On the first day of owning the device I was truly fascinated with all the option that I now had in my hands.  Along with the capabilities of the device itself.  On day two the device deactivated itself, not really sure how this happened and of course either was tech support but after an hour and a half on the phone they ended up telling me to put a different sim card in the phone in order to get it work correctly.  At this point I was kinda of skeptical of the device, considering this was only day two of owning it.  Sad to say, but my intuition was absolutely correct.  A few days later I started having issues with the camera, so i took it in to the store to have them swap it out since it was still under the 14 day period, only to be told that there was nothing wrong with the device.  I tried to explain to the sells rep that the pictures where coming out blurry and showed him a few examples.  Of course the rep fed me full of nonsense in order to keep from swapping the phone out.  A few days later I started having issues with incoming calls, I would have to say "Hello" a minimum of three times before the person on the other line would hear me.  I then called Verizon and told them I wanted to have the phone replaced and explained to them that maybe I just got a lemon, no harm, no foul, just to send me a new phone and call it a day.  Well I was sure in for a loop, the rep explains to me that only the stores can swap out or replace the phones with a new device.  I tried to explain to the rep that the stores here are notorious for misleading customers so they do not have to replace or swap out the devices.  The rep again told me there was nothing I could do unless i wanted a certified pre-owned device.  I told them I would attempt the store again.  After numerous times calling in to tech support and visiting the store, the issues with the device increased.  I was now having camera issues, call issues, phone calling itself in my vehicle all the time, screen going grey, charging issues, and the last people stating that I was echoing. 
It is now the 14th day and I called in and explained to the rep that I needed to have the phone swapped out or return it.  The rep went on to explain to me that since it was the 14th day that i couldn't return unless i paid a restocking fee.  I explained to him all that I had been through and he agreed to replace the phone with a new device.  Well, a few days roll by and no device but I did receive an envelope in the mail from verizon with a prepaid shipping tag.  I called back to verizon and explained to them what I had received and what I should have received.  Only to be told once again that i would have to go to the store, but on this instance I was to ask for a manager and have them replace the device.  She was to put everything in the notes so there would be no issues.  I arrive at the store, check in, wait the normal hour wait and finally get helped by the manager.  The manager tells me on the camera issue that it is far worst then most adroid phones on the market today.  I explained to him how I was told it was the same as the camera in the S4 he told me it wasn't and that the sales rep over the phone don't know what they are talking about, he also explained to me that they are inexperienced and have no training.  He explained to me that they know the product better because they touch it everyday.  I then told him i was just there to swap it out and thats all i wanted.  He told me that there was nothing wrong with my phone.  I told him about the call issue, his response to that was, your getting dropped calls because you are picking up all the wifi open networks in the area.  I told him I didn't state i was having  problem with dropping calls, I told him I was having issues with incoming calls.  I then showed him, he of course saw it and said that all Note 3 devices do that.  I asked him about the charging issued, his response to that, call Samsung they know about the problem and will take care of the issue.  Ok, what about the phone calling in itself in my vehicle now, never did that before, he states, you need to turn off the bluetooth, wifi and other networks.  I told him that doesn't make sense and that I had already had the Acura dealer look at it.  He told me they software in the vehicle was probably out of date and that the techs don't really update that kind of stuff.  So I told him, in other words i have a dumb phone since I can't use anything on it.  That doesn't make since.  He explained to me that he did not see anything wrong with the device, despite the fact that he saw all these issues. 
At this point I call back to Verizon wireless and ask them what they would like me to do, since they won't swap it or let me ship it back.  They agreed to replace it with a certified device, and of course out of frustration I agree.  Naturally after cooling off and talking with my wife, we had both agreed that this was unacceptable especially since we where paying full price.  I agreed with her and called Verizon the next morning and told them to cancel the order, they agreed and of course after an hour of telling my whole story, which sorry It would be a novel it I wrote everything that happened, they agreed to have their manager call me back in four hours.  Well we have all heard that before, I definitely wasn't going to hold my breath. 
A day passes and I call back to find out what the status was on the new device, only to be told there is no new device.  They get me over to tech support, since apparently they are the only ones who can replace a device with a new device, and after an hour and a half I am told I would have one shipped out next day air, that it had been approved by upper management.  They explained to me to refuse the one that was coming, since they never canceled it, and use the prepaid label I had to ship the original Note 3 back.  Of course not using my head I do just exactly that, so now I have no phones and guess what, the one they said they where going to send me, it is sitting out there in la la land.
I call back on my day off, I actually spend 6 hours of it on the phone with verizon, to be laughed at, lied to and belittled by verizon employees.  I finally get a manager by the name of Natalie Thomas, she explains to me that first she needed to receive the original device in her warehouse before she could do anything.  She also explained to me that she would check it everyday until it got there and once it did she would be in contact with me.  She also gave me her email so we could communicate back and forth.  It was all great until verizon actually received the phone, after that she has no longer answered any of my emails or calls.  I am still without a device and being charged for it. Now every time i called in, everyone had seen the order for the new device, except for Natalie Thomas.
It has now been four days and I have still not heard anything, so I went a head and paid my bill minus the fees for the new device only to receive an email 7 hours later threading to suspend my account and be charged more fees.  So, naturally i call them and speak with Cynthia, she explains that she also sees that same order that has been in there since the 29th of May but is unsure as to why it has not shipped.  She explained to me forutantely you got in touch with the same department that did the order so they could take care of it.  She then told me a manager would call me back in 30 minutes to finalize this order and get this phone finally on its way. 
It has now been 4 hours and I have still not heard anything.  So, with all this said and done, minus a few other calls, does anyone know how I can get in touch with upper management to get my account resolved?  I know have a $699.00 bill for a device that I do not have, no Note 3, and all the fees to go with it.  I'm not sure calling will do anything since I can't get anyone to call me back anyways. 
Any advice we truly be appreciated, or if someone has a way to get a hold of upper management that would be a huge help. 
Thanks
Jason