I'm also dealing with issues receiving a bill credit.  In early January UPS lost my device when I was returning it to Verizon and I've spoken to half a dozen people and they all failed to do what they promised.  The first rep told me not to worry about it as it would be sorted out between UPS and @Verizon.  In February I contacted them again and was told they are still waiting on UPS to complete their investigation.  2 weeks after that I followed up and was told the same thing, but they'd open a ticket this time (fail).  I repeatedly kept getting the run around and contacted UPS.  Low and behold UPS sent Verizon a letter of resolution on January 8th!!  Of course, Verizon had no record of this (fail).  Finally in early March a Verizon representative contacted UPS to confirm the resolution (outstanding), but then said my account would be sent to another dept. to get the $500 credited back for the device.  Of course here I am March 22nd and still no bill credit (fail).  I contacted them again today and the rep. read the notes on the account, but AGAIN no action was actually taken to get my account sorted out.  THIS IS ABSOLUTELY UNACCEPTABLE!!!  I've been with Verizon a long time, but won't be much longer. @VerizonWireless