FCC Complaint is the way to go
I busted up my Verizon family plan because of a myriad of billing issues and went to a different carrier. My sister decided to stick with Verizon get her own Verizon account for internet and phone. She had to turn in her Gateway device and get a new one. It’s like why create this extra step? Just switch over the device she has already in her house!!! Then she ended up getting 2 gateway devices by some mix up and so she sent 2 back. Verizon has you send them via UPS. The UPS clerk told my sister to save those receipts forever because of the number of people who come back asking for the receipt later because Verizon is saying the device was not returned. Sure enough they charge my sister over $400 for these returned devices. My sister gets on the phone with customer service, they straighten it out, and the next month the $400 charge pops up again. This went on for months and my sister decided enough and she changed carriers. Then she filed an FCC complaint about the $400 bill. It took just minutes to file on-line and she got a call from some higher level Verizon customer service within an hour! That person apparently has the authority or ability to actually solve the issue. Don’t waste too much time trying to get regular customer service to resolve a billing issue. File the FCC complaint.