Last month I went to pay my bill over the phone via my saved CC through the automated system that Verizon uses. I got a message that my payment could not be processed. So I tried again. Same thing. I checked my bank account & noticed that in fact both times money was deducted from my account, but this did not post to my Verizon account. After hastling with Verizon, I got credit for one of the payments, however, they have not refunded the other payment. It has been almost a month (Sept 21 the payment was screwed up). This is absolutely rediculous and I want to leave them with an impression of just how serious this issue is. Would I be justified in not paying my bill until my account is credited properly (since they actually have payment, they just don't seem to notice or care about it)? Who should I send a letter to, since I intend to put this matter in writing, having gotten nowhere dealing with customer service? This is the first billing issue I have ever had so it's new territory to me... thanks.