You should file a formal dispute. It's the beginning of the Arb process. It is a simple form, mark that you'll do Mediation first and then Arb, if it's still not resolved. This is the only way to get their attention.
Rachel, unexpected charges are never a happy thing and we truly do want to ensure that we are doing everything possible to keep you as a happy customer. You indicated that the phonew as returned to the store within 24 hours of the original purchase. Was the bill generated within that time, perhaps? As statements are only printed once per month, if this was issued prior to that return being processed, you would see these charges on the physical statement until the next cycle completes.
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