I have been lied to and Verizon has wasted over 18 hours of my time hanging up on me and placing me on hold with no solution

On the morning of a charity event that I was running for 350 inner school children my phone asked if I wanted to do an update.  I clicked yes and life as I know it has changed.  The whole charity event was messed up because I had everyone’s  assignment in the phone and the lollipop update made it hard to navigate. One of many things that is wrong is everything I do, I get a pop up asking me if I want to use One Touch Wizard.  No matter how many times I click always use one touch, I have to go through 2 extra steps for every move I want to make on the phone.  I called Verizon and they stated that they are sending everyone new phones because this update was so bad.  However, they cannot send me one because on day 3 after I bought the phone I dropped it and it has a tiny crack in the screen.  This crack has never effected the phone and my problems are simply because of this update. In approximately 18 hours of tech support, I have been but on hold for 15 to 45 minutes at a time with no one coming back until I ultimately just gave up and hung up. Often I was promised a call back and it never happened once.  Again,  I had to call back and start all over.   I would call back and have to start the support process all over again.  Because of all of my time and the data I had to use for updates and such a Verizon rep gave me 1 gig of data per month for 12 months.  I called another time and they said the rep was not authorized to do this because I was on a loyalty plan. So this means that when a Verizon rep tells a customer something you cannot believe it because they can take it back.    The only reason I am on this plan is because I paid for several months while I had a non working phone.  Verizon sent me 18 straight defective phones.  They were deemed defective by the manufacturer.  Verizon has no respect for all the time I wasted and I almost lost my job because of it.  I now have a phone that is effecting my job and my life and Verizon wants me to pay for a new one.  I feel that I am being strong armed and this is a principle thing for me.  I decided to post here before I file reports with the BBB, Attorney General and the FCC.  I look forward to Verizon’s reply.  Thanks!
Michael
Personal Information removed as required by the Verizon Wireless Terms of Service
Message was edited by: Admin Moderator

Im wondering why my post hasn't been answered yet.  I did file a report with the BBB and I had a rude representative from Verizon call me named Steve. He said I can file all of the reports I want and I will just keep getting calls from him.  I can understand why my phone couldn't be replaced because of the small crack.  I guess I have to eat that one (but it sucks because the lollipop update is what caused the problems)  but what about all of the data overage I had to pay for for trying to fix this phone because of a lollipop update.  I dont think it is fair to have to pay that as well. In addition,  because I have an east coast phone number but live on the west coast, I cannot have tech support after 8pm.  Verizon has cut this off.  Im very dissatisfied and I have been a customer of Verizon for 13 years.  Im hoping for a response this time.

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