account sent to collections despite equipment being returned

I have been a long time Verizon customer and recently moved.  As part of the move, I was in temporary housing for 6 months so had to close one account (old home), open a new account, close that account and then open a new one for my new home.  During this process, I returned all of my equipment from my temporary residence in the SAME box provided by Verizon (a modem, 2 set top boxes and a cable card) and verizon claims they did not receive the cable card.  Impossible!  This all happened in August 2013.  The first notice I received of this alleged issue was a bill in May 2014 saying I owed a balance on the account.  After multiple calls, I discovered they alleged issue with the missing cable card and the rep said they would research it.  Now, I just received a collection notice!  I called again and after multiple transfers and an hour on the phone, The rep created a Trouble ticket and indicated they would call me back within 2 days.  2 Days has passed and no call.  Does anyone have any suggestions on how to resolve this?  It is not about the $114 at this point but I am angry that verizon would treat a long time customer who has spent over 10k the last 10 years with them this way.

Re: account sent to collections despite equipment being returned
Champion - Level 1

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 for 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.

Re: account sent to collections despite equipment being returned
Customer Service Rep

We did not hear back from you on your Private Support case. We hope you were able to find resolution to your issue.

If you require further assistance, feel free to make a new post, and we can be sure to look into your issue. As always, we're available for support around the clock.