Does verizon intentionally try to make everything difficult for customers?

I sign up to try the free wifi trial. It isn't better than what I have so I cancel the trial. For some reason they suspend my account and when I try to pay my bill they can barely find my account because it was suspended.  

Later, I send the equipment back, while it's being mailed back to them, they send me a bill for the equipment. The equipment gets to them a few days after the bill is sent. They say I will get a refund for the bill. A few days later I get another bill for the equipment. 

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Customer Service Rep

We certainly want to help get this resolved for you, Youwashock152. Please meet us in private message to better assist with your account.