You got snookered, dude.
I'm probably one of Verizon's most problematic callers with nasty notes in my account because... well, that's neither here nor there. Let's just say that I've had a Verizon phone even while I had a free phone from the cellular carrier that I was designing the data network for because I like them so much. Their coverage simply can't be beat.
Back to the problematic caller thing... I'm quite sure that there's plenty of customer comments in their system about the jerk that the CSR just got off the phone with. However with a bit of persistence, they're *more* than accommodating, even if you have to spend a few minutes to work your way up the ladder to someone who can actually do something for you. And no... usually the store can't do jack unless it means a commission to the person that you're talking to. Don't waste your time going there. They have a row of phones that face the customer so that you can get right on there and ring up the same people that you can call from your house; although you do have the benefit (or curse) of the Verizon store rep standing there to confirm or refute your claim.
A previous poster was right... the front-line CSRs for ANY carrier are crap. Most of them will quite likely admit that themselves. They generally do have more latitude in giving you what you need than will ever be let on though.
Calm, cool, collected, and most of all, persistent. If that doesn't work, ask for their supervisor. If they're not available (which of course they won't be), firmly request for them to call you back. Then ask for the CSRs name once again, ask for the spelling, and then ask that they document the time and date of the call and what the call is in regard to in your customer service record. 80% of the time you'll be talking to someone who can actually do something within 5 minutes or less.
Anyhow, it sounds as though I've had to fight to get service from Verizon, and I absolutely have. But I've dealt with Sprint, AT
&T, T-Mobile, Cingular (before the merge), and Verizon is *by far* the easiest to deal with.
Granted, the reality is that *none* of them, including my beloved Verizon, really care about you regardless of what you pay or who you are unless you're signing their paycheck.
Win some, lose some, I guess.
We can agree to disagree.