Verizon Wireless They tell you one thing, type another, and let another person deal with it. Internet

In August 2012 I reported that a telephone I purchased was defective (headset speaker was inoperative), and Verizon sent a replacement phone.  The replacement phone did not come with a return label, so I tried to return it at a local store.  When I took it to the local store, the representative didn't document my visit to the store.  I asked for a tracking number, and they told me I didn't need it.

For three months, they continued to charge me for the "replacement phone" at FULL value even though it was a rebuilt/refurbished telephone.  After 15 calls to contest the charges they finally admitted their error.  They did in fact receive the telephone, and the only way they were able to confirm that the telephone was received was because it was activated under a different account.

Apparently what happened is, they didn't document the telephone's arrival in their facility, continued to charge me for the telephone, and in the meantime "sold" that telephone to someone else.

At first they suspended my service.  I had to call repeatedly to contest the charges.  They charged me late fees, re connection fees, and god knows what other fees.  Every time I called, they eventually reversed the charges and apologized for their mistake.  They kept on making adjustments every month, but the end-result was always the same.  They kept saying that "because of the way their billing works" the adjustments would show up on the next bill.  They never did, or they were inaccurate.

When I called in December, I was finally faced with a gentleman that seemed to understand the root of the problem and he gave me a final "credit" that was supposed to finalize and end every single issue.  I asked him to note what the final charges were for the month and he repeated them to me.  I asked him to note VERBATIM the amount that was to be paid after adjustments and he told me the amount.  I asked him to write it in the notes.  He said he did.  

The credit was never processed.  Furthermore, they charged me a LATE FEE on the moneys that he didn't credit.  When I called, they refused to honor the credits that the previous agent was supposed to apply.  Now they are charging me an additional late fee, because I only sent payment for the current amount, since the amount they're charging me is not the same as what was documented.

So, they allegedly documented one thing, said another, and then they retracted what they said... without even taking the time to notify me... until I received the next bill.