Verizon review: Charged for item never received

After having multiple service issues (dropped calls, having to leave my home and make a call from the end of my driveway to get a signal -- I live in a major metro area) Verizon offered a 'new' phone to replace my current phone (a relatively new Samsung model) in case it was an equipment issue. After I was clued into the fact I would be receiving a refurbished phone vs. a new phone, I made it clear I would not take delivery of a refurbished phone and refused delivery. I kept all the appropriate paperwork documenting return to Verizon from Fedex. I just received notification I will be charged (for the phone never received) and spent another hour on the phone with Verizon working to get the charge removed which I was told could not be done immediately, it would come through but then be removed 'in four or five days -- but here is a ticket number in case you have to call back ... again'. Verizon's quality of service coverage internationally is the only reason I'm keeping them as a provider (as long as I continue to travel internationally). For service within the US, I am planning to add back a line with AT&T to my internet package as I want to have reliable phone service INSIDE my home. Verizon customer service leaves a lot to be desired these days. It used to be excellent, particularly for technical support. Now, you get bounced around from department to department and will spend hours trying to unravel a simple billing issue. I would only recommend Verizon if you are a) very patient when it comes to sorting out billing issues and b) do a lot of international travel as their coverage is quite impressive outside the US.