Verizon sent out an order I called to cancel, I returned the phones as they told me to, yet after months of calls, I am in the pre-collections stage

Question

So this journey started back in October. I was with sprint, and wanted out of their service, my contract was up, so I went with Verizon as they are the best in my area for service. My original order was for 2 iPhone 6's and an iPhone 5s. Upon finding out that I would only receive a $200 credit for my old iPhones if I bought only iPhone 6's, I called to cancel that order. Due to the fact the iPhone 6's were backordered they could not cancel my order, but they stated they would make notation on my account so that the order wouldn't ship. So, I then placed a new order for three iPhone 6's to qualify for the promotion. The beginning of November I received three boxes, and too my surprise, it was the first (original) order containing two iPhone 6's and an iPhone 5s. I called Verizon, and they said just send them back, don't open them. I was told there were return labels in the boxes, and there were not. So I then called the local Verizon store to see if I could return them there, they said, no it was an online order, so you have to send them back in. I then went to the website to print return labels, but both links where this was supposedly possible, the links did not work, dead links. At this point I called Verizon back who made a call on my behalf to the Verizon Store to return the phones there. I drove to the store, and when I got there, they suggested I just return the iPhone 5, as they had a 6 in stock, activate these phones, and cancel the second order, so I did. I then called and cancelled the second order, with the same issue, phones were backordered, so notation would be made to the account. Low and behold, 2 weeks later, 3 new iPhone 6's showed up at my door. So I went through the process again, calling customer service, canceling the service and having Verizon send me return labels for the phones. Five days later the return labels showed up, and I immediately returned the phones. I was told as soon as the phones were scanned by Fedex that a $635.97 refund would be issued to my card ( thats right two charges totaling almost $1300). Well that was not the case, It took a few weeks, but the refund was finally issued. Here's were the bigger problems begin, I received my first bill for those lines of service. I called Verizon as I thought this was odd, as the phones had never been out of the box or activated. So, phone call after phone call, Customer Service Rep after Customer Service Rep, I was told that the lines are now cancelled and you will be credited. Well a month goes by, and we are at the end of November, and I get a bill for over $500 dollars. I then call customer service again, tell them my story, stay on the line with patience waiting for the answer, and I am told again things are resolved. November 30th roles around, and I get another bill stating that my lines are disconnected due to non-payment. I call, and spend 52 minutes on the phone with a Customer Service Rep who tells me that everything is all set, he gives me the totals that are to be credited to my account, and I assume everything is well, as I receive no more letters or bills. Well flash forward to January 20, 2015, and I receive a call from an odd number, which turns out is a collection agency for Verizon, as my account is in pre-collections. Can you imagine my frustration, to be honest I am quite upset, so I again call customer service and get pushed to an account specialist. I relay my story, for and I am not joking, the 12th time, at which point I am informed that he cannot help me as the account is closed, and I will have to wait until 7am tomorrow morning to call back and speak with another account specialist. I am so frustrated with this entire situation, keep in mind I still have three active lines with Verizon that have been paid early every month since October. My real question is how many more times am I going to have to call to get this resolved? I have tried more than a dozen times to get this issue fixed, and here I am three months later still fighting this, it is just plain ridiculous and terrible business. How can you charge a customer for phones that he doesn't even have, thats right, I was issued a $635.97 refund on 11/13/2014, so how can I be charged for phones that were returned, and never taken out of the box. Also, how are they magically activated when they are still sealed in their original boxes. Needless to say I will continue to fight this issue, but rest assured, if this issue is not resolved tomorrow morning, I will be seeking legal counsel to fight these charges, as I do not want Verizon's poor customer service to harm my credit score that I have worked so hard to build to what it is now.
Where is the help Verizon, because as of now, it is non existent.

Answer 1

    Thanks for the additional information AudiophileBen! Time is of the essence when it comes to special promotions. When did you process this purchase? If the promotion was not available when you purchased, then you are not eligible for it. I recommend visiting the store with your receipts showing your $100 discount if you purchased after the promotion started.
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