Verizon customer service is terrible.

Update: I did file a concern with the FCC and they sent the info to Verizon so I had someone from the Verizon Executive Office contact me. He said he’d call me sometime this week, so hopefully this issue is finally resolved.

We’ve had a business account with Verizon for one year now. It’s a small business so 3 mobile phone lines, one iPad with cellular, and business internet. When we joined Verizon last July, we traded in our old phones and were told we’d get $1000 in credit for each phone that would be applied in small increments monthly. In September, we added the third phone line under a promotion that you get a free iPhone with a new line. A few months ago I looked closer at our bill because it’s been way higher than it should be, and I found that neither the trade in promotion nor the free phone promotion had been added to our account. It took me months and HOURS on chat or phone call with customer service to get them to finally fix the free phone promotion credit, and I told them we needed to be back credited for all the payments we’d made on that phone. The rep who finally fixed it said it would take a billing cycle or two for those credits to show up, and that was at the beginning of June so I haven’t seen it on my bill yet but honestly I’m not holding my breath. As far as the promotional credit for the two trade in phones, I keep getting told that I have to contact the store that we traded them in at, which I have (that’s a whole new pain in the ass because when you call the listed store number it routes to Verizon’s customer service line so I have to be transferred to the store and it always takes forever. The first time I got through to the actual store, the guy told me he could see the promotion but that it was never applied and that he would fix it that day and text me when it was done. Of course, I never heard from him. I called again and couldn’t get through— the store just wasn’t answering. I called a third time (all on different days) and the customer service rep really tried to be helpful and she could see how many times I’ve called to try and resolve the issue and she called the store directly and again they didn’t answer. So, she apparently sent and email and said they would call me or email me within a day or two, and naturally I never heard from them. I’m getting so beyond frustrated. I know I should try going into the store in person, I just haven’t had time yet because I work so much and I’m so busy with major personal life events. It’s crazy to me that this is even still an issue. I’m not exaggerating when I say Verizon’s customer service is the WORST I’ve ever experienced. Is there a corporate/customer service email I can contact? Every time I’ve tried to escalate these issues it just goes to a “supervisor” who can’t do any more than the rep. We’re spending so much extra money that we shouldn’t be on our bill and if we had known it would be like this we never would have joined Verizon in the first place.

TLDR; Verizon customer service has been jerking me around for months about billing issues and taking more money from me than they should be, is there an option to get help beyond the customer service chat/phone line?