Elevating a billing/return issue to a person you can actually send an email

I finally cancelled my verzion triple play due to serious support and billing issues, I recieved the rma to send back the equipment, it is completely wrong, it shows that I am supposed to send back 2 routers (both of which I purchased) 1 set top box (I have 4) and 3 remotes (again I have 4).  I have called and the first person I spoke to said they would send me an email stating I only needed to send back the 4 set top boxes and 4 remotes, I still have not received and email.  I have a bill that states I owe $149, when in fact I have an $86 credit, I called again today and went through the entire process of explaining the issue, giving my account number to at least 5 people, and was told that I only need to send back the set top boxes and remotes and to ignore the current bill.  HOWEVER, they could not send me an email confirming the conversation, and told me I COULD CALL BACK.  The agent Myiis would not transfer me to a Supervisor or provide me anything in writing.  If you do not have what equipment I have purchased and what I must return in your system, how am I supposed to trust a phone call of which I have no hardcopy record of.

Re: Elevating a billing/return issue to a person you can actually send an email
Contributor - Level 2

Hi LouiseS,

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 scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. 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, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.