What Do I Want Out of This?

A few people have asked what I am trying to get out of this.

Most importantly, as I have demonstrated countless times, I would like to pay my final balance with Verizon with confidence that the money is properly applied to my account.

Second, I would love a written explanation of what caused my ridiculous ordeal and an apology from someone at Verizon. This is certainly not critical, but I'd love to know a bit more about a few things...

1) What happened to my phone installation? Why did no one show up in the first place? Why was I unable to reschedule after weeks of phone calls?

2) What happened to all my promised return phone calls? Literally weeks of promised calls that were never returned.

3) Why did I never receive the two sets of shipping labels I was promised to return my equipment after I cancelled? Obviously, I would have been charged a hefty sum if I had not tracked down a drop-off location on my own. That happened to a co-worker of mine, and it’s basically a trap situation – do exactly what you are told, and we will still penalize you to the tune of $1000+.

4) Why did I not receive a final bill, and why did it seem like such an outlandish request when I called to inquire about it?

5) What is the deal with your phone system? Why does the call router seem to place you in whatever queue it chooses rather than the one you ask for? I think most of us would prefer to wait on hold rather than talk to someone who has no chance of providing assistance.

Finally, I hope that Verizon considers my ordeal when considering their customer service function in the future.

I am not sure who to contact at this point, but any suggestions would be appreciated (shareyourserviceexperience@gmail.com). I really don't know where to go from here.