Everytime I talk / chat with Verizon support it ruins my night. Service is OK, but trying to resolve billing issues is so frustrating that I crave another option. At this point, I hate Verizon; as soon as I have other options for internet service I will cancel, even if the other option is more expensive or worse service.
Simply call your states Public Utilities Commission or Public Service Commission via a google search. They regulate verizon and other Utilities.
file an online complaint takes longer but you can call their toll free number and have them contact verizon escalations which will in most cases call you same day.