I upgraded 2 lines on my contract through the Edge program. Both lines were charged with non-return fees of $231.86/line. On the next bill, there was another charge for non-return ($150), but then it was also credited stating they were received. The original charges were not reversed. I spoke with customer service that states one of the phones was not returned, even though they were both returned together. After months of trying to resolve this, my account became suspended and I was forced to pay these fees. After I paid, I spoke with another rep that managed to get me a credit of $100 on my account. I've been a customer for 16 years and am beyond furious at this situation. I'm even looking at other companies to switch to. I wish I could physically go talk to a person to get this all straightened out, but that is apparently unheard of these days. Does anybody know how I can formally file a complaint with Verizon, with copies of my bills showing all of this?
