Requesting actual assistance from Verizon - How can I cancel my service with no fee?

Question

"I have been wrongly charged for data fees and after approximately 15 hours dealing with the situation it still has not been resolved. Back in January when I first realized I was receiving these additional charges I went online to chat with a representative (while at work) and after discussing the situation she told me that it was resolved and that once my bill cycled the fees would be credited to my account. She upgraded my data to 6GB saying that would be enough to cover it and that’s all I would pay for. I waited for the bill to cycle before I paid knowing it would be late (I didn’t care, I wanted to see that it was fixed first which it wasn’t). 
I spoke to Matthew at the beginning of March for a lengthy two hours (also while at work) regarding the situation. He told me that the online chat service was a different department but he’d try to fix my problem. He was extremely nice and did seem like he genuinely wanted to help. And at first I thought that after 2 hours he finally resolved my ongoing issue. At first he kept telling me that the fees were correct. After insisting that I didn’t use 7 GB of data in 5 days I grabbed my calculator and added up all the data charges (yes, each one is 6 decimal places) and the total came to be just above 1 GB (I think it was 1.12GB or so).  He told me that the woman I spoke to over the chat service made a mistake. She said that increasing my data to 6GB would solve the problem but that day that I spoke to her my data was already at approximately 10GB. So by her increasing my data, she accomplished absolutely nothing. After speaking with his manager Matthew said he could refund 45$ and 105$ totaling 150$ total. I would eat the increase in data to 12GB which I said was fair enough. He said I would see the 45$ credited back the same day and that he would text me to let me know it was there (which he never did) and that his manager had to approve the $105 and I would see it on my account within 2 business days. That credit was never applied to my account.
So Friday March 21 I get a phone call that morning saying my phone will be shut off once again. I called back (while at work, AGAIN) and spoke with Angelica. She told me that there was no credit of 105$ on my account nor were there any notes saying there should be. I was then passed to Dale Hull, her supervisor. I went through the whole situation, yet again, and Dale sent an email to Matthew, his supervisor and his boss asking them to looking into the situation and contact me. At the time all three were at work according to Dale. That was at 6pm Eastern time Friday. Then Saturday morning I called Dale at 10:30AM Eastern time to follow up. We had a short conversation where he told me that they would be arriving to work at 12noon Eastern time and he forwarded them my email again with an additional note to say it was an urgent situation. Dale told me he would be at work until 6pm eastern time and that I could follow up with him if I still hadn’t heard back. I called at 5:30PM Eastern time and his direct number routed me to an automated system and I wasn’t even given the option to leave him a voicemail. I then drafted an email to him and tried sending it but apparently I am unable to send him an email. I was a little confused why he would give me my email if he’s unable to receive one from someone outside the Verizon network. But overall Dale seemed to be helpful.
It is now Sunday March 23 and the situation is still unresolved. I would like the fees credited back to my account and my service ended – without being assessed a cancellation fee. My time is valuable and all the time spent talking to Verizon while I was supposed to be doing my job prevented me from making money as a commissionable employee. Not only that but it reflects poorly on me to my superiors."
This is the summary I had typed up regarding my experience in March 23. After than I spoke with a supervisor named Penny in Little Rock who switched my plan to 60$ unlimited talk and text with 2 GB of data and 1 GB promo data. She said it should be less than $80 after fees and insurance and that my employer discount wouldn't apply. She said she would back date it for my current billing cycle which started on the 18th. Said she would be calling me Monday April 21 from a 501 number to follow up.
Now, the bill wasn't back dated, it didn't go into affect until my following bill that is due May 13. And she never called to follow up with me. On top of that I just realized that when she "fixed" my plan she removed my insurance. So when I dropped my phone and shattered the screen this morning after all the hours and frustration and stress I have spent dealing with Verizon, I now don't have insurance to cover the broken phone.
I have never ever experienced such horrible customer service in my entire life.
All I want is to be released from my contract without being charged a $250 fee. I feel that after all the time, tears and money spent on this situation it's the least that Verizon can do for me.
I look forward to a prompt response.

Answer 1

    Hello rjutze,
Unexpected charges are certainly shocking, so I definitely understand where you're coming from. I'm sorry to learn you had this type of experience with your data allowance. We want to ensure our customers are billed correctly for usage and certainly clarify all concerns regarding the charges. We offer courtesy alerts to advise you of the potential overages and allow time to prevent them. Did you receive them? I'm unable to speak to the credits promised; as you mentioned earlier, we stated they are correct.  
Nonetheless, I understand you need further clarification to get to the bottom of this. Please send me a DM so I can provide you with the details of the steps taken to address this when you contacted us, We truly don't want to lose you as a customer, especially since the termination fee will not be waived. However, I am confident I will get to the bottom of this and turn this around.  
AndreaS_VZW
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