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Modem return

I was having modem troubles and Verizon sent me a new one with a return label.  I packaged the old modem up and took it to a local Staples store because they have UPS pickup.  Evidently the modem was received one day after the billing cycle ended and  I was charged $99.99 that was to be credited after the modem was received.  Per the UPS tracking info the modem was received the next day.  I've waited for two billing cycles to see the credit to my bill and it hasnt yet showed up.  I'm now on hold for 53 minutes trying to get to talk to someone.  It's driving me nuts. Any ideas how I can find a human to speak to about this?  Thanks

Re: Modem return
Customer Service Rep

Hi threetrees1,

I apologize for the delayed response but I did want to check in with you and see if you were able to get this equipment fee taken care of.  If not, can you please PM us your account details and we would be more than happy to help 🙂