Who I have the same questioned this topic

I changed two of my three phone line subscriptions with Verizon to play more unlimited back when the plans came with free Apple Music. The difference in what I was paying to what I should be paying is only $5/month and I’d be getting Apple Music so I jumped at the opportunity. The very same day I enrolled the two phone lines. The following bill showed that I was being charged $9.99/month for one of lines with the Apple Music subscription. I checked my addons page in the Verizon App and confirmed my enrollment of those two lines with Apple Music but one showed an enrollment fee of $9.99/month and the other line showed enrolled free for 6 months then $9.99/month following that. I contacted Verizon Tech Support via phone and explained the issue. A rep stated he would have to create a ticket to get this resolved and would credit my account the $9.99 for the Apple Music on the bill. A week later I followed up on the ticket and the tech support rep told me there was no evidence of a ticket being created. I had to reexplain everything as to why my subscriptions should not be charged the Apple Music etc and she said that she would create a ticket to get this resolved. Instead I requested her supervisor since I’ve already been told once that a ticket was created when it wasn’t and I’m not about to just accept that she may or may not do the same. She placed me on hold and then next thing I know is another representative answered like I was a fresh call and when asked if she was a supervisor because I requested a supervisor she explained she wasn’t and tried to get me to explain to her again the situation. I just told her to get me her supervisor. She asked me to hold and then after being on hold again for an extremely long time I reached another representative who was not a supervisor. I told her I need her supervisor and to not roll me back into the queue again. She transferred me to a supervisor this time and through all the transfers it was the financial services supervisor who explained to me she couldn’t help me and I would need tech support. She asked me to wait on hold while she reached out to a supervisor with tech support on my behalf. I waited for almost another hour before I just had to hang up at this point. When I had some extra time to retry contacting someone at Verizon to help I got on the chat through the Verizon app and again had to explain everything and what I’ve been through. That time we went through all the troubleshooting that chat rep could think of including unenrolling and reenrolling in Apple Music and also contacting Apple Support directly.  All of which resulted in the same charges showing on my addons page instead of showing free enrollment. I was then directed to just go to my closest Verizon store to assist me with any hardships with enrollment. I explained it was not user error and that rep insisted this be my only next step. A few days later I tried chat support again to make sure my next bill would have the fee credited if it is being charged again and the rep wanted to see if they could try getting a tech support ticket to resolve instead of having to go to a store. They created the ticket and I was given a 4-7 day turn around for resolution. At 7 days the enrollment still shows at charging my lines $9.99/month for Apple Music so I contacted Verizon through the chat feature again and that rep told me they found the ticket but that it would be a 7-10 day turnaround and provided me the date of resolution 10/02. Today on 10/03 I reached out to chat support to follow up again and the rep told me that my Disney+ addon is the only one being charged to which I expressed my frustration that my inquiry was about the ticket number I provided that is about Apple Music not Disney+. The rep finally looked into the notes and ticket on my account and explained there hasn’t been an update on the incident. I asked for a new expectation date for resolution and the rep said they didn’t have one but I can continue to contact them each month to make sure they credit my account for the Apple Pay charges. 

My family, my employers, and myself have been a customer of Verizon in some fashion since I was 16 (I’m 35 now) and I’ve never been more disappointed with the service and support. I’m usually extremely loyal but at this point I’m ready to jump ship from Verizon. My hopes are someone from Verizon sees this and is able to provide an actual resolution to the problem.