Don't get your hopes up! We have been in arbitration for months. I refuse to pay charges that are a result of their glitch when porting our lines over from another carrier. Were to be on one family plan, ended up on three. Charges are not our responsibility, not what we signed up for. Have disputed entire situation since it happened in October, still no resolution. Just got a text about calling them by end of day to pay bill or service will be turned off. We don't owe them a penny. They actually owe us money. A big mess! Like I said, don't get your hopes up. You have been lied to up to this point, I fear you will continue to be lied to. You can get on Facebook Verizon and post a negative review. All Verizon customers who are signed up on Verizon will see it. They will contact you through private message for account information. This didn't help me but may for you. Another idea is call corporate office. The number is (212)395-1000. Good luck.