Verizon Wireless Verizon won't return money they took out of my bank account after they made an error! $269 , Internet

I received two packages from Verizon that contained the wrong items (instead of what had been ordered for me).  I sent the two packages back, as instructed.  An employee of Verizon (at their local store) even packaged the boxes up for me to mail, which I did that day.  Verizon received the two packages (according to them) on November 12th, 2012.  
They sent me a text, however, in the first part of December, saying they were going to have to charge me for "un-returned equipment".  I called them immediately and was told that the text was a mistake, since they had received the equipment on Nov. 12th.

Around the first of January, 2013, I got my regular bill from them except they had added $269 to the bill for "un-returned equipment!"  I called them and was put on hold for over 20 minutes until told, again, that they had received the packages (and I was given the date again of Nov. 12th) and I shouldn't worry any but that sometimes it just takes a little time to catch up.

We have auto-matic payment set up with them with our bank.  On Jan. 14th, they took out almost $500 from our account and sure enough, it included $269 for the un-returned items!  I, again, called them immediately.  They responded, after putting me on hold another 20 or so minutes, that the money would be put right back in to our bank account within 3 - 5 days.  
Since Jan. 14th, no money has been put back in to our account.  I have called them two more times and been told each time...3 - 5 days!  I am tired of waiting.  The last time I called, I was again put on hold and then the woman said, "it's returned!"  I got excited...thinking she meant the money.  NO, she meant she had just seen that I had returned the items!  For about the 5th or 6th time I was told that a request is being made to have my refund given.  
Now, I have received another bill.  It is my normal bill.  It has no credits, etc. on it.  It is not fair that they can keep my money for weeks or even months when they made the error and admit it.