Verizon lying about conversations that I have copies of

[BLAEDD10]

How do I file a complaint with Verizon? Are all records kept of customer service conversations? I was told by customer service since I had no service (when I was told before I switched that I would) they would forgive the rest of my phone payments so I could switch. I have the entire record of this conversation. They are saying they have no record of this conversation. I have spent almost 8 hours talking to them about this. Prior to them telling  me they would do this I spent about 12 hours talking to them. I have shown them the conversation and they say they can’t find it and there’s nothing they can do. I live on a military base and I’m a healthcare worker, I need my phone for work. Is this how Verizon routinely treats their customers? Seems like it from all of these posts. I had to file a complaint with the BBB because Verizon refuses to acknowledge what they told me, that I have a copy of.

[vzw_customer_support]

BLAEDD10, we don't want you spending countless hours on this issue. If coverage is poor we do have options to return the equipment to a corporate store location. Please send us a private message to further assist. Thank you.  - Alan

[BLAEDD10]

I have sent tons of private messages. I was told (in a conversation that I have copies of) that Verizon would credit the balance of my phone, and now I’m being told this conversation can’t be found. Yet, I have a copy of the entire thing. 

[vzw_customer_support]

We want to make sure all concerns are heard and addressed! Please send us a Private Message, to discuss further details. *Latecia