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Getting help from customer support

can anyone tell me how to get anywhere with Verizon customer support. I have been trying for 6 months to get help for same issue, and all I get are empty promises for a follow-up call each time, with even personal promises from the reps that they will personally call me back....but never happens. Verizon's customer service over the last few years is terrible- my kids get far better service from their discount carrier. Their chat is simply a search engine designed to fool you into thinking you're actually speaking to someone. 

How does a 10 year customer get to speak to someone that can actually help? I've about had it with Verizon.... if they want to treat you like a discount carrier, than they should charge you as one.