In my experience, Verizon has THE WORST customer service.
One time I had a new phone, brought it home, powered it up and the screen was DEAD. Brought it back to the store and the clerk said to me "I hate the be the bearer of bad news but there is nothing we can do for you." Are you kidding me??? I of course didn't take that as an answer and demanded a manager. So only after being a bit shallI say gruff, I got a new phone for free, rightfully so. The original clerk didn't even ATTEMPT to resolve the problem he just tried to get rid of me. Nice try.
I hardly ever deal with Verizon on the phone, you hope at least they will lie less right to your face than over the phone. Guess not.
Sorry you have had so much trouble. There is no reason for such horrible customer service. Unreal.