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6 months of Incorrect Bill

My husband has had to call Verizon for the past 6 months to get our billing issue fixed. We are promised call backs from Verizon each month and never get called. We are promised the bill will be permanently fixed, but it does not get corrected. Prior to 6 months ago we were paying $142 regularly, then Verizon said our jet packs were recalled so we sent them in and got replacements. Since getting the replacements, our billing has increased. Why is getting a billing issue permanently corrected so difficult? 

Re: 6 months of Incorrect Bill
Customer Support

It's so important to know and understand every charge on your statement. I'm sorry to learn about any confusion, and I can help you. Because I need to access your account, I will also send you a Private Note.  -Jordan