Verizon won't fix their mistakes

[ER87]

I switched over to Verizon wireless over a year and a half ago after getting a promo for signing up with Fios. The promo stated I'd get up to 800 credit with trade in per line and Verizon would pay my last bill from my previous carrier(ATT). Turns out the representative I spoke to signed me up for a buy one get one promotion that was not talked about. After calling back to rectify the situation I was sent an email with a link to submit my last bill from ATT. I did so and thought everything was good. My bill looked right so I never thought twice about it again.

Fast forward to 2 months ago, I go to try to buy a car and there's a collection on my credit from ATT for my last bill. I do some investigating and it turns out Verizon never paid off that bill, and on top of that we never got the trade in credit for one of the phones we traded in. 

I Proceeded to call customer care who says they were not able to help me and I'd have to go to a store to figure it out. Well guess what? I go to the store and all they have me do is call customer care from the store. After the agent I was speaking to "exhausted all their resources" I spoke to a supervisor. This supervisor was extremely helpful, as she corrected to promotion on the spot and gave me the credit for the second trade in. She also provided me with an email address to send my last ATT bill to, so it could be paid off. She stated it would take 30-60 days to receive the credit. After send the bill to provided email, I received a response stating that this email address was for business accounts only and they could not help me. So, I called customer care back again and the agent gave me a different email to try to send the bill to. Of course this email doesn't even exist and keeps getting kicked back. 

Now I call back again and after exhausting all the agents resources AGAIN I speak to another supervisor named Anne. Anne now informs me that she has to do some investigating into the situation to see if she can get the situation approved she said that I would take a little while and promised me she would call me back no more than one hour later. Shock, she never called back. I sent a message now the same day via the chat service explaining that I was supposed to get a call back from this supervisor and she never called. After chatting about the situation all over again this new agent got in contact with another supervisor who said they'd give me a call within 4 hours. Never go that call either.

Forward to today, I speak to another agent named Vivian. After explaining my situation all over again, she states that she can not find any proof that I ever had that promo or that a promo like that ever existed. I proceed to tell her I still have the email with the link to submit my bill saved in my inbox. She proceeds to look up said email in Verizon's records and can't find it, right after telling me Verizon keeps very good records. Meanwhile I have the email sitting right in front of me. She tells me that she can see the open case files for this situation and that someone requested more info for it and then denied it for the lack of info. Meanwhile nobody contacted me for said info. She then went on to say that she doesn't believe I will be getting paid for this. I responded by telling her that 2 separate supervisors gave me means to submit this bill and that it would be taken care of. All I need is an email address to submit it to. She proceeds to ask me if there is anything else she can help me with so she could end the conversation. 

this situation is/has ruined my credit. This bill is for over $1000 and I'm not prepared to pay that off right now. Verizon needs to take care of this and make up for their mistake. I'm afraid my next step will be talking to a lawyer. 

[vzw_customer_support]

We are sorry to read about your situation and we want to take a look. We will be sending a private note. ~Peter