Customer Service Hung up on me twice?

So I am a new Fios customer and there are a few charges on the bill that I am trying to dispute. One is a $24.99 shipping charge to send me the DVR box I originally requested(they installed a non-dvr), and the other is now the charge for 3(not 2) boxes since they never gave me any instruction on how to ship back. So I called customer support and I got in touch with a rep Barbara. I told her my issue and next think I know I'm on hold then the call ends. So I call back and after a few minutes waiting, I get the same exact rep on the phone. I say my name and that I just called, and she immediately hangs up on me again. Is this common?

So far my experience with Fios has been terrible, and it is making me re-think using verizon wireless after all these years. I forgot to mention the "FiOS Internet Activation Fee @ 69.99 Payment". 

Re: Customer Service Hung up on me twice?
Moderator Emeritus

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.

Please go to your profile page here on the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.