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Being charged for a phone I have returned!

for the second time in 5 years Verizon is trying to bill me for phones I've returned! Customer service reps act like they can't help, I can't get a human on the phone, and I have proof from UPS tracking slip they have the dang phone. This company is a piece of work. After over a decade of paying them, I'm thinking about going somewhere else. This is ridiculous that no one can fix this!