Why is returning old edge phone so hard??

For simplicity sake, here's an abridged version....
I edged up toward the end of Nov, 2014 then returned my old edge phone in Dec. 
          (Note: I had previously lost my phone and Verizon replaced it for me through Asurion)
It got returned back to me because your warehouse couldn't match its ESN to your system.  Turned out your system wasn't updated when my phone was replaced through Asurion.
Over a dozen phone calls and a bunch of trouble tickets later, your system was supposedly updated with the correct ESN.   I was then instructed to send my phone again.  I was told a shipping label would be sent to me to send my phone again.
After getting 4 Edge return bags without a shipping label, I finally managed to get a hold of a real customer service rep who put in the correct request for me.  Finally received a shipping label!!
On 3/2, your warehouse received my phone (at least according to the USPS tracking label).  By this time, you've already charged me over $600 for the unreturned equipment.  I didn't mind terribly because I was promised it would be refunded as soon as the device was returned and processed by the warehouse.
I called your customer service 4 more times since then to check (1) if your warehouse actually received my phone, and (2) if the warehouse was able to match the ESN this time.  Call #1 - I was told to call back 2 weeks later (Ok....).  Call #2 - I was told to call back another 2 weeks later (she claimed it usually takes 3-4 weeks).  Call #3 - I was told it was received by the warehouse and that they were processing so I should call back a few days later if I don't see a credit on my statement.  Call #4 - On 3/31, I was told there was no sign of your warehouse receiving or processing my phone. The agent was super friendly at least.  He said he would create an urgent ticket and CC his supervisor and that someone would call me before Saturday (4/4) to let me know when to expect my refund.
Obviously, no one called me to let me know when to expect my refund nor that you are still working on it. 
I'll ask again -- why is it so difficult to return an edge phone????  Also, when am I going to get my money back?  I'm really tired of calling your customer service and repeating this whole story each time I call.  One agent even put me on hold for 5 minutes to read all of the notes your other agents had added to my account. 

and you hear story after story on the forum about those that move lose all their recordings on the DVRs since (blamed on) account number changing.

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