How do I get the plan and prices I was promised?

Question

My husband and I have been T-Mobile customers for 12 years. But with this new "no contract" thing they're doing (whereby one pays full price for a new device, the perk supposedly being that one does not have to re-up for another two years), we decided we just couldn't stay. We were paying $150/month for unlimited  talk, text, and data--but in one last attempt to get us to stay, they offered us a discount on data that would have brought our bill down to $130/month.
So on Thursday, July 24, I called the Verizon sales line (800-813-3334) and talked to a very nice sales rep named Pamela (she goes by Pam). Pam told me we could get iPhone 5Ss for $99.99 each, and that if we got unlimited talk and text with a two-year agreement, they could throw in 2g/month of data for free. If I bought an additional 2g of data per month (we have literally never used more than 4g per month, so that was fine), our bill would come to $130/month. Perfect! Exactly what T-Mobile had offered us, but with FAR cheaper phones.
I told Pam I would need to talk it over with my husband, and asked if any of these offers were going to expire in the next few days--she said no. I then asked if I had to call her back directly to get these offers, and she said no to that too, but gave me her direct extension just in case.
It took us a week to look at other plans, call other service providers, etc., so it wasn't until Thursday, July 31 that I was able to call Pamela back. I got her voicemail and left her a message. Two days later (Saturday, August 2) I hadn't heard back from her (which I thought was odd, given that I made it clear in my message that I wanted to switch to Verizon), so I called and left another message. I waited a couple of hours and then, getting impatient, decided to just call the general sales line (without using her extension) and take my chances.
Whaddya know, I happened to get Pam! I told her about the messages I'd left, and she told me--get this--that she didn't call me back because her voicemail hasn't been working for the past couple days. (Um. You work for a PHONE COMPANY. How can your voicemail be down?!) Anyway, I said I was calling to double check the prices she had quoted me on the iPhones. She said that promotion had ended "on the 17th" (keep in mind that I called her for the first time on the 24th. Did she really quote me prices from a promotion that had already been over for a week?!), but that we should be able to go into a store in person and get it that way.
While I had her on the phone, I also checked to be sure that the 2g/month of free data promotion was still on the table. She assured me it was, and that it was a "back to school" promotion and probably wouldn't end until late August or early September. Excellent.
Armed with these promises, the hubby and I went to the Verizon store in a nearby mall. When I told them we expected iPhone 5Ss for $99.99, I got blank stares. To their credit, they offered the same price in a slightly roundabout way: if we paid the current price ($199) that day, we could get half back in a rebate on August 7. Fine (although, at this point, I'll be surprised if I actually get it, but that's a battle for another day). I then told them about the 2g/month free offer Pam had promised. More blank stares. The sales guy (Soto--really nice guy) asked for Pam's number and extension, told us he was going to call her and try to get the promotion code, and suggested we take a stroll around the mall while we wait.
When we got back to the store, Soto had tried Pam's extension "8 or 10 times" and only gotten her voicemail, so couldn't get us the free data. We went with the cheaper plan anyway--2g/month--so that our bill would stay at $130, along with his suggestion that we try calling Pam again today to get the free 2g added on after the fact.
I don't know why I should be surprised, but I only got Pam's voicemail again. After leaving a message, I called the general sales line back and got Dmitri. He had, predictably, never heard of the 2g free promotion, even after putting me on hold and "looking everywhere he could think to look." He offered to put me in touch with customer service, who may be able to contact Pam directly to get whatever code she was talking about and get me the 2g/month free I was promised. The rep I was connected with (whose name I'm afraid I have forgotten) listened to my story, put me on hold while she tried Pam's extension, and came back to tell me that she, too, had left a message. Meanwhile, she was able to give me 1g/month free for 1 months, which is a start, but not as much as I need.
One thing she did say--and this REALLY ****** me off--was that perhaps the reason why Pam isn't calling me back is that she doesn't have the code that would get me the 2g free, and doesn't want to have to tell me. If that is true, WHAT KIND OF CUSTOMER SERVICE IS THAT?!?!
So Pam, if you're listening, please get back to me and give me the 2g/month free data you promised me. And if you don't have the right code, talk to your boss--and their boss, and their boss, and their boss--until you can get me what you promised me. Because if I left T-Mobile for some mythical data plan that doesn't exist, I'm going to be REALLY ****** off. I think if that's the case, Verizon should just let me out of my 2-year contract and let me go back to T-Mobile. They may not be the best, but (with me, anyway) they have always done what they said they would.

Answer 1

    Hello Snosilla! I'm so sorry for all the confusion and for all the time taken to activate service with us! I do see that the iPhone 5c is $99.99 right now. The iPhone 5s is actually $199.99. There's no need to call Pam anymore, we can take over from here.
I've followed you in the forums. Please accept me, and follow me back. Then, send me a Direct Message and I can look into this for you. If you do not have an active line yet, I may need to get you through to our activations department, but I will do all I can!
Thank you!
ChristinaB_VZW
VZW Support
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