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Accidental international call

I made a FaceTime call to a friend in Norway (this is something I do quite often) after hanging up from the call, I received a text saying that I had an $150 international call charge being added to my bill. Apparently sometime during the call, it switched over from using Wi-Fi to using cellular. I then reached out to three different Verizon customer service agents over chat, who gave me different answers, but ultimately said that some sort of deductible would be made. I was told because I had contacted within 24 hours, but that would make some sort of difference. I also tried calling five different numbers listed for Verizon, and all of them were closed, even though I was calling during hours. The last customer service agent I talk to, said that it would not appear on the bill and the charges had been removed. I just received the statement, and the charges are on there. I contacted another agent and they said that the previous agents had left no comments on the case and hadn’t attempted to resolve the concern. I am very disappointed in the customer service, and the lack of resolution to this problem. 

Re: Accidental international call
Customer Support

Hello, being on top of your service is vital, especially if you are having unforeseen international charges. The last thing we want is for you to have a negative impression of us. We send you a Private Note. ~Gilbert