Verizon Visible company verizon visible cell phone wireless I returned a phone then they kept the phone and my money

I ordered a new visible/verizon phone because I suddenly lost service in my county in central florida.  They said my 2 year old needed replacement.  So I agreed to get a new phone if that would fix my problem.  They assured me that the new phone would fix my problem and that if it didnt then i would have 14 days to return it.  I sent the phone immediately back after learning the new phone had not fixed the problem of no cell service.  They received it and have not refunded my money.  I informed them via the chat feature and they said that they would investigate and to wait 48 hours.  Well 48 hours passed and no news from them.   I want my money.

Case # 06389928