Incorrect charges

[k9kates]

Is there a formal place to file complaints against Verizon? 

I have called again and again to talk to customer service at Verizon, been on hold hours for weeks, and after 18 years as a customer with many phone lines, I have been incorrectly charged for a line and phone I don't have and a Gizmo watch that never worked and was returned. My bill is almost $500 per month for 5 lines and we are only 2 people. 

The phone line issues stated with a few things, a z fold 5 phone that kept breaking (5x and the first within the first 30 days) with a known defect, as well as what was supposed to be a number change but instead I was convinced if I upgraded the line to a new line and contract they would pay off the $400 left on the old line and so I could have an extra phone for every other month when the z-fold 5 needed replaced. They refused to honor the original promise to let me get a refund after the black line of death appeared in the first few weeks. The phone was replaced 5x in 6 months before I received one that worked. 

• Every time I call about the bill I get a different explanation. One representative told me the other number was fraud but since I didn't report it immediately (while I was sick and in the hospitals away from home a few months), there was nothing I could do about it. I called back an hour later and was told something different. I also keep getting hung up on as they transfer me or pretend they can't hear me.
• Verizon cares nothing I've been loyal to them for 18 years despite the prices going up and up and up and that I'm paying more than what others pay for the same service from the same company. 
• I'll be switching companies and you can take me to court for this or it can be on my credit, don't really care anymore, but this ends now, not paying for lines I don't have that aren't connected and phones I don't own. 

[vzw_customer_support]

We are sorry to read that you had this negative experience, as this is never what we want for any of our customers. When was the watch returned? Do you have the tracking and confirmation that it was returned?

~Freddy