I have been with Verizon around 18 years. Last year, I added a new phone line and purchased a Razer Edge phone. After using it and realizing it couldn't do what I want, I returned the phone. Opened up a case with Verizon, mailed it back, confirmed the delivery via tracking. Pretty much for 10 months, Verizon continued to charge me for the phone and the monthly line fee. Over the course of those 10 months, I have called and worked with about six different people over 10 hours. Finally, the last person was able to cancel and get the phone number OFF my account earlier in the month... but instead of receiving the promised refund for the charges, they decided to bill me for $500 for the phone.
I have worked in IT for 20 years and dealt with some unsavory vendors... but this is by far the worst customer service I have ever seen. I don't want to switch providers, since I have four numbers... but I will if my case is not resolved this week. On the phone now; on hold for over an hour trying to get it resolved from person #7...
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