Deceived and paying for it.

Question

I shouldn't be surprised. I know I shouldn't.
My Galaxy S3 was not working properly. As in I could not make calls or send text messages 20% of the time because of what now seems to be a known issue dubbed the 'No Sim Card Error' quandary. I spoke at length with support and they were unable to resolve the issue. Eventually they said they would send a replacement device. As part of their protocol they asked if there was any damage to the device. I described to them a small hairline crack about 1/3 of an inch thick above the screen that was hardly noticeable and did not affect my user experience at all. The technician assured me that something of this nature should not warrant a charge since the device was not working properly. I made it clear that I did not want to send the device back if I was going to incur an outlandish charge. So, the replacement device was sent out.
Several days later the replacement device had not arrived so I again phoned Verizon. I was told that the device had been sent out, and that even though I hadn't received it I may have to pay for it depending on their own assessment of the situation. Well, thankfully that didn't happen and I did end up receiving the replacement. I sent back my defective phone and went on with life. The no sim card error issue persisted even with the replacement device so I decided to live with it for the short-term.
Now, just yesterday, to make matters worse the replacement device broke as well. The manner in which it happened makes me question if the certified 'like new' device they sent me was really up to par. Yes, they do 1000 and 1 checks on them which they will tell you over and over again. But I'm in disbelief at how easily this phone crapped out on me, and no it was not dropped.
Today I wake up to a $299 charge for the original device I sent back contrary to what Verizon assured me of. So, they collect $299 and keep the defective phone, and here I am $530 later having never owned a properly working Galaxy S3. I take responsibility for some of this, but so should Verizon. I have been a long-time loyal customer and I have to ask myself if it's worth continuing with them.
If the device I sent them was defective, and if the technician on the phone assured me I wouldn't be charged for a small aesthetic crack, then I should not be charged. Full stop.

Answer 1

a salesperson advised they would need to get the back office to build my order.
I was expecting a call that I never got.
When I did call I was told that an order was created with a line activation date of 31st October. Complants said if I was not happy with the activation date I should get back to them so I did.
Was told to wait 24 hours for a call that never came then a couple of days later (today) I get a call from a random BT agent (unaware of any case history) saying I now have an order on the system and the activation date is the 5th of November.
Seriously what the **bleep** is going on?
We are looking in total at a 2 month lead time and I still don't know if that order is going to fall over.
The worst of it is that the complaints agent said I should have let the very 1st order that I was missold with the wrong call package activate and they could have amended it afterwards. Which is exactly what I suggested when they said I had to cancel but was told that was not possible as I would be held to term.
So now I have to email bt again because they have probably closed the case and are leaning back on their chairs with happy satisfied smiles thinking they have somehow nailed this one and I am 'resolved'