How do I talk with management or file a formal complaint

I have been extremely frustrated with my experience with verizon.  We have been told conflicting information about our new plan and mysteriously disconnected multiple times with reps with no call back when they can't resolve my issues. 

It feels like they hang up when they don't know the answer. 

We have been overcharged; even charged for numbers that are not ours and not given discounts we were told we would.

How do I get this resolved without talking to a rep as I fear being on the phone for hours only to be disconnected? 

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