How to escalate issue to someone that can actually solve the problem?

[Lynn281]

Received new phone on promotion of add a line get a free phone. Promised new phone now being charged for it monthly. Tech on phone mixed up Apple Watch phone number and new phone number getting charged for two activation fees and the first one was guaranteed to be waived. Bill quoted with Verizon represented was not given. $70 more per month than quoted. Have spent over 12 hours on phone had it escalated and still no change. Supervisor hung up after working with him for over an hour and never called back. 

[vzw_customer_support]

We want to make sure you're getting every promotion you qualify for, and we'd be happy to take a look and figure out what's going on. This shouldn't take so long to get fixed, and we're going to  make sure a solution is found. Please be on the lookout for a Private Message.

~Jesse

[612foo]

Your response is not credible. This seems to be a common problem, and it's one I have, too. Many hours talking to polite reps like yourself seems to ultimately have no effect. 

[vzw_customer_support]

612foo, we want to ensure that we are able to assist with your concerns. Please be on the lookout for a Private Message from us so that we can assist further.

-Andi

[Lynn281]

And so it continues. Told to wait until new bill is available and the discounts promised would be on the new bill. New bill is available and no discounts are showing. This all began in February and hours upon hours later on the phone and through chats and my bill  is still not correct as promised. 

[vzw_customer_support]

Lynn281, we're sorry to hear that you're having problems with your bill. We want to make sure you get all discounts you qualify for. We're sending you a Private Message so we can help.

~Jesse

[Lynn281]

Bill still hasn’t not resolved and issue started in February and has been escalated twice. 

[vzw_customer_support]

Hi Lynn281, I'm sorry to hear there is still an issue. It looks like we attempted to get back into your account two weeks back and never heard back. Not to worry we can still go back to that route so we can catch up on what is happening with your billing. We will follow up again in Private Message. 

-Melissa