All I want to do is upgrade two phones ... WHY IS THIS SO HARD? And, WHY CAN'T VERIZON DO THIS???!!!

Question

In the past month, I've spoken to dozens of Verizon reps on the phone, been disconnected a few times, been at 4 different stores, been told several different things by EVERYONE, been told "oh sure, we can do that" only to be told by someone else "no we can't" ... how can you run a business like this??!!!
I AM SO FRUSTRATED RIGHT NOW I COULD SCREAM!!!!!!!!!!!!!!!!!!!!!
First, it was because our account was listed as a monthly paid cash account,
then, it was because we were trying to get phones at a franchise store,
then, it was because our account was set up as a business account (according to the Verizon rep I met at Wal-Mart, even though the Vz reps on the phone tell me it's listed as a personal account AND I sign onto our account as a personal account)
then, we were told to order our upgrades on over the phone (but then we were told we would have to pay for the phones and wait for a debit card rebate to be mailed to us, which my husband does not want to do)
then, we were told to order the upgrade phones online, but every time I try I get a processing error,
then, the computer tells us to call a specific phone number if we believe the error was not right,
then, the phone recording message repeats itself through multiple options TWICE and then hangs up on me,
then, I call another Verizon number and get a "helpful" rep who tells me we can order them on the phone ... only to come back to me after being on hold and telling me they have gone home for the day,
then, I try to get help online at Verizon.com and NO ONE IS AVAILABLE TO HELP ME.
I've been to Wal-Mart 3 or 4 times, been to the local franchise store, been to a store in the Chicago area, and have spoken with Verizon reps on the phone until I'm blue, and, still ... STILL ... I don't have new phones.
(removed) ALL I WANT IS TO UPGRADE OUR 2 PHONES ... WHY IS THIS SO HARD???!!!
We have been a Verizon customer for over 16 years, apparently that means NOTHING.
Edited as required by the Verizon Wireless Terms of Service
Message was edited by: Admin Moderator

Answer 1

That is because the people who edit the posts are NOT CS agents but instead are people who are employed by the vendor Verizon has contracted to host the forum. I don't even believe they are Verizon employees, but employees of the Jive forum platform.
For example, if a Verizon store had an electrician repairing the lighting in one of their stores, you wouldn't necessarily walk in and expect them to get off their ladder to assist you with information about a phone since they had nothing better to do than to work on the lights.  First of all, they aren't salesmen or CS agents. Second, they may not even have the capability to give you the assistance you are requesting.