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10 days too long

I've been on the phone or on chat every day for 10 days trying to get a billing error fixed. I accidentally placed an order and immediately canceled it, and the shipment never even arrived, and it has been tracked all the way back to verizon. but I still have over $400 worth of charges on my account. every time I speak with someone it's over an hour, sometimes up to three. their advice? pay the $400 and we'll credit you back later. you have got to be kidding me. that's not how things work. you don't charge me for a service or device I don't have. what does it take to get a bill corrected??