Who I have the same questioned this topic

I have an issue relating to the balance in my Verizon Wireless prepaid plan I've been trying to resolve since 5/6/2020.  I've already called Verizon Customer Service 5 times at 800-922-0204 and 888-2946804 and got nowhere.  I'm on the phone with Verizon reps for over 3 hours including wait time each call.  Each call, problem is escalated to a supervisor.  Then I'm told the supervisor's manager needs to be involved, and that I would receive a callback from the manager.  But no callback ever comes.  When I called the third time, I asked to speak to one of the same reps or supervisor who helped me during a previous call.  I was told Verizon Wireless doesn't have a mechanism to transfer me, so I have to explain the problem all over again only to end up where I started (i.e., wait for a manager to call me back).  There's absolutely zero accountability.  When asked for their names, reps only give their first name, which is another convenient way to dodge responsibility.  I've gotten nothing but a polite run-around.

I've already drafted a complain to the Better Business Bureau but haven't send it yet.  Since my problem related to $640 in my balance I'm trying to recover, I thought I'll go through a formal problem escalation procedure first if there is one before sending the complain.

Does anyone know whether Verizon Wireless has such a procedure?  Also, if anyone who's been through this has advise on how to proceed, it would be much appreciated.