Formal complaint escalation

[tkfreeberg]

I am seeking the address or other contact information for formal complaint escalation. I reviewed previous discussions containing the words "formal complaint," but have been unable to discover the best way to present my situation for resolution.  Please direct me to the best place to file this complaint for escalation.

To summarize, I was misinformed by multiple representatives and now am unable to execute a planned telephone upgrade. Following divorce, I needed to transfer my and my children's lines to a new account because my wusband was the account holder, even though I paid the bill and had management privileges on the account.

When I transferred the lines, I asked the representative if this would affect any of the lines eligibility for an upgrade, and I was clearly told, "No." Unfortunately, this has not proven to be the case.

When I began a device upgrade on an "eligible" line, I encountered challenges, because the plan did not qualify. However, the old, "grandfathered" plan on the account that I had to exit did qualify. This was the first inconsistency in the information that I was provided. So I called to see if the problem could be resolved. I spent an hour on the phone with a seemingly helpful representative who promised all sorts of things that, ultimately, could not be delivered. She gave me a promotion code that she said would give me the benefits of the promotion with my current plan. She indicated that she would provide a credit for the upgrade fee. She said that I needed to provide an upfront deposit that would be refunded to the original form of payment. She completed the order and said to call when the phone was received to proceed with activation. I believe that the conversation would meet the standards of an oral contract, and I sent an email with contemporaneous notes of the terms.

What a surprise when I received the phone and called! Apparently, Verizon could not deliver on any of the promises, and the only recommended resolution was to return the phone and cancel the upgrade. This line would have been eligible had it not been transferred (which it would not have been if I had known that it would affect the upgrade elibility.) But alas, a line cannot be transferred back for 30 days following a transfer, and apparently, Verizon has no ability to override this. 

Verizon apparently restricts device financing agreements on "new" accounts, which mine counts as, but seemingly has no capacity to actually check credit to assess eligibility for these agreements. So even though I qualify for a mortgage for multiple hundreds of thousands of dollars, I cannot qualify for a few hundred dollar device agreement.

This seems like a situation where corporate policies have a disparate impact on women in the event of divorce, and there appear to be no processes for exceptions, review, or independent judgement. 

Throughout this process, I have spent four hours on the phone with Verizon representatives and still have no resolution.