Escalation specialist unreachable

[UNHAPPY241]

I have been trying for over a month to get an issue resolved regarding my bill. After 3 hours with Verizon one day with many CSRs who all had different things to say about my problem, I finally got to someone who seemed able to help. He promised to "make it right" and adjusted the bill for the following month to be "on Verizon." Indeed, my online account reflected that. He provided a case number and said if I had any other problems to reference that and leave a message for him with the agent and he would return my call. 

The following week the bill had been changed and no longer reflected what he has promised. I called and was able to get a message to him and he called back. He said he couldn't figure what happened as someone had gone in an overridden his work and he would call me back. That's the last I heard from him.

Since that time I have spent another three hours on the phone or on hold. Once an agent said they would get a message to him, nothing. Then I waited and waited and got a supervisor who said that only supervisors could pass along messages and he would do so and the escalation specialist would call me back between 10 and 2 the following day.

Then yesterday I spent 30 minutes waiting for a supervisor (with the agent coming in periodically to thank me for my patience"). Finally, the agent said the supervisor would call me back within 45 min to an hour. Nothing.

Then this morning I waited again for 35 minutes to speak to a supervisor only to be hold someone would be on the line and then the call dropped. I got a call back and it was another agent promising to put me in the queue (AGAIN!) for a supervisor. I waiting some more and then hung up out of frustration.

I am wondering if anyone has found a way to reach a supervisor or the escalation specialist. I am beyond frustrated to the point that I am thinking of switching carriers to avoid all this. The escalation specialist who gave me his name seems to be someone who can help, but I can't get beyond the agent. The one supervisor I spoke to said that "agents are supposed to be able to handle all problems." I am not sure what they are thinking but that certainly doesn't seem to be the case.

There is no way to email that I can find to lodge a complaint. Anyone found ways to do this or reach the escalation specialist?

Thanks.