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payment error

I paid my bill, then paid the full amount for a new phone via a separate paper check. Verizon did not pay off the phone, but did credit my account for the payment. When I used their chat tool to try to get their error corrected, it took forever to get to a live agent, but when I finally was able to get connected to someone, she/he could not correct the situation. She/he said they would request a refund of this amount, but I subsequently determined that they paid off next month's bill with part of the funds. 

Is this any way to run a railroad? For the first time I am considering switching to another provider.