Ask to talk to a supervisor if the person talking to you won't help. They should work with you to lower the charge. ATT does.
If that doesn't work, pay the bill and whatever is left on your contract and then go to another cell provider. Tell Verizon why.
You signed a contract saying you would pay extra for minutes over your monthly minutes. Five Hundred bucks sounds like you exceeded by quite a bit.
yes, that will get you passed to the moron in the cubicle next to the one you just talked to.