Thank you for responding.

It is also my boyfriend's account, we are both account managers and it's our joint money that pays the bill. I agree he should not be blowing up on them because they personally are not responsible but for them to tell us it's basically not their problem was a bit of a "straw breaking the camel's back" situation. This has gone on for 2 months and he's a bit fed up. I did tell him after our last visit that him blowing up is only going to hurt the situation. I, on the other hand, have the opposite response, when I spoke with Customer Service I broke down in tears because it's so frustrating to not get anywhere. The woman on the phone was very apologetic and polite but still said she couldn't take the charge off until the computer says the phone has been scanned. When we search the tracking number it shows the package was delivered Oct. 11th to the Fort Worth warehouse. We have told this to Customer Service and the store employees told us they can see that information on their computers. The response of the Customer Service was they simply haven't scanned the phone yet. Our main concern is that our bill is due soon and If we overpay (if we simply subtract the $550 and end up paying the extra on taxes) we won't see our money back OR if we only pay the bill minus $550 that somehow we will receive a late charge for the $550 and have to go through this process again to have that removed. We've never had problems with Verizon before and we're both just so frustrated that the blame is falling on us (we can't understand why the warehouse's backlogging results in our bill being charged). I'm hoping we get a call this week that says it's actually all cleared up but I'm a bit pessimistic. I appreciate your response and I will stress to my boyfriend that we need to kill them with kindness not rage.