The Dark Side of Edge

Question

TL;DR:  Be Careful when you Edge up.  Has anyone else had a problem with the warehouse “not receiving” the returned the device?  How did it turn out?
When I heard about the Edge program it was perfect for me.  Early upgrades, just return the phone that I would have no use for anyway, kind of like leasing a car.  The Dark Side came when I actually tried to enjoy that benefit.
On 11/2/14, at an Apple Store I did an Edge upgrade (after having to explain to the store employees that this was even a thing).  This resulted in having to change my plan because however my current plan was listed in Verizon’s system it looked like I had to data package even though I did (upgraded from a Moto X).  Walked away ok with the whole thing.
On 11/4/14 called Verizon explained the plan change and the rep put me back on a plan that mimicked the pricing I had before (he didn’t inform me that it was a contract plan, but no big deal I have to keep the phone at least a year anyway before I can think about buying out the contract).  Also tell rep I had not received instructions on how to return the old device; told to just take it to a Verizon store.  Satisfied.
Then the ordeal begins.
Can't remember the exact date I went to the Verizon store 11/9 or 11/16 but rep wants NOTHING to do with me, will not take phone, says "since you upgraded at an Apple Store, I can't even touch your account".  Call Verizon after leaving store, was told a return pack would be sent.  I wait.............  Return package came, dropped off at the post office keep tracking number, sign up for text alerts, breath a sigh of relief when package is delivered.
Got my first bill after the Edge up and somehow had a data overage because of the prorated plan changes, didn't think that was fair, but I was the one who changed plans so I just kind of ate it.
December bill comes and it’s WAY higher than normal, not plan change proration higher than normal, but hundreds of dollars (249.96 to be exact) higher than normal.  I was charged for the old device!  Call Verizon, am told that this is a known error they will fix it; wait a couple weeks bill is coming due; call again and am told to pay what I owe and when the new bill is generated it will all be fine.  I wait, but I’m not happy.
January bill comes now I am “past due” despite paying the amount I actually owed (as instructed by the representative).  Call get a completely different story from the new rep who when asked very politely to inform me if there were any notes on my account decides without warning to transfer me to tech support.  The tech support guy is very nice, but says he has to create a ticket and he will personally call me back 48 hours later.  He even sent a text message with the date and time of the scheduled call.  I wait……………………..He never calls.  So I call explain the situation and am told I have to start from scratch.  I explain all of the above to a rep I can barely hear and she does a lot of typing and I spend a lot of time on hold while she talks to her supervisor.  Her response, I never returned the Moto X ( I provide her with the tracking number showing that the phone was delivered she checks it herself and confirms) apparently for whatever reason the warehouse never accepted the phone (this was NEVER mentioned on the three previous calls) and they were going to “look into it” and get my account credited.  Waited a week.
Now when I call Verizon I don’t even get the regular main menu, I only get a menu that says my account is past due and talks about paying your bill, making payment arrangements, or getting a copy of the bill (which I have).  Finally after pressing zero several times, being hung up on, then doing the whole thing again I got a rep when I explain that I still have this balance on my account she says the notes in my account say it may be until Feb 4 before something happens and somehow I have a feeling it won’t be.

Answer 1

TL;DR Feb 4 came and went, issue still not fixed to Feb 9 and beyond?  I must say that the with the exception of the rep that unceremoniously transferred me rather than try to help with the issue, EVERYONE has been EXTREMELY understanding about this process
Update:  Feb 4 came and went and of course the charge was not reversed.  Waited until the 5th to call and could only get through to the payment dept (since I "owe them money").  The rep starts the conversation with "I'm showing a past due balance, how are you planning to resolve that today".  Informed her of the ongoing issue and was informed that my account was noted and that it would be reviewed on the 9th (would have been nice if she'd looked at that first before asking me for money). I actually blubbered and found myself, a middle aged man, near tears at this point, which prompted the payment rep to transfer me to customer care. The gentleman I spoke to at customer care listened to me unload (I'm beyond frustrated at this point, but some of my best friends work in call centers so I've become much more aware of what they deal with and try to explain my frustration in the most polite manner possible) and then reviewed the issues and assures me that it will be resolved on the 9th and despite my better judgement, I trust him (I have to commend VZW on their hiring and/or training practices, the reps do a great job of deescalation).   Fingers crossed.