I am at a loss with Verizon, isn't there anyone in corporate that can help us? PLEASE!

Question

We have been a customer of Verizon for several years and frankly had a positive experience until I made one fatal mistake.  I purchased something and should have just left things alone. In Dec. 2012/Jan. 2013   I purchased the newest 64 GB iPad retina and purchased it under their new program paying monthly for 12 months or I could pay it off prior to that 12 months.  The only condition to the contract was that while I was paying monthly payments I had to purchase the data plan for the iPad.  Sounds harmless enough right? Wrong.  It only took a few weeks when I was out of town when my iPad quit working.  After calling tech support it was found that the salesperson at the Corporate Verizon store had voided the original contract for an unknown reason and reworked another contract and submitted it; however I never signed the second one as I wasn't anywhere around.  They claimed he called my cell, he didn't. This salesperson had text me several times prior to my purchase of the iPad so we had communicated together and since that day I purchased it there had been no further communication from this individual.  My phone and bill was proof of that as there were no incoming calls that entire month from his number or that Verizon store's number.  On my next bill I had, according to Verizon, purchased TWO i Pads not One.  I explained what the salesperson did so they agreed and credited my account.  This was just the beginning.  For the next 7 months I dealt with this issue of calling every month trying to prove that I did not purchase two iPad's but in fact purchased only one.  Each month an extra loan payment of $71.66 was added, an extra data charge of $30 was added, a $2.00 previous balance fin.fee added because I would not pay for the fictitious iPad, & extra service chg for taxes and whatever charges they add were added. Of course all these charges increased with a $101.77 increase in my bill each month. Then there would be the added $5 late fee chg they'd add when they did not credit the $101.77 in an appropriate timely fashion which would make it look like we were delinquent when we were not.  So basically, I was paying $203.54 each month for one iPad if they had their way.  They even said at one point I was delinquent on the loan if I kept refusing to pay.  They actually had TWO CONTRACTS on file yet no disciplinary actions occurred in this case.  I had to drive 30 miles to the corporate store on more than one occasion trying to get this fixed and each time everyone kept saying this will be the last time.  Then come September the store became rude and abrupt to the point I wasn't ever going back there again for how they treated me and my husband.  We finally did get this part of the bill corrected and I would have to say got most of the money refunded, not all, but at least it was enough to just let it go and move on.  So this was my FIRST mistake, I purchased an iPad and I should have listened to my husband that Verizon cannot handle changes in one's account.  In mid December our iPad was paid off so we disconnected our data service to it and strictly used wireless when needed.
My android phone had become so undependable I had to finally look to purchase a new phone after having this phone replaced several times via my insurance.
I have a serious medical condition that requires me to keep a phone on hand in the event I need medical help immediately.  It is a life or death issue for me.  So in December I purchased a new phone for myself.  My local Verizon store was out of the iPhone 5 S, which was what I wanted and it was suggested by them to check out Best Buy.  So off I went.  That day, Christmas Eve, I purchased a phone for my daughter, the iPhone 5 C, and that seemed to go OK.  At at least for a couple months then her phone went crazy.  We were having issues with crank calls and had her phone # changed.  After her number was changed Every call she made it would register on caller ID as another man's name.  It was the owner of the new phone number and we know this because we were constantly receiving phone calls up to 2 am for him w/re to job offers, etc.  It took Verizon 7 weeks to correct the caller ID issue.  SEVEN WEEKS.  But then her voice mail began going to a bogus Google account that no one ever had or set up.  It took several hours with tech support where they accidentally disconnected her phone and had difficulties getting it reactivated w/o changing the activation date.  At one point she could only make calls but could not receive calls.  Now her phone works but she has no working voice mail and the answer I receive is "we just don't know why".  REALLY?  "We just don't know what else to do?"  I am not sure how much more I can take. Well I soon found out.
On May 6th I had to make a call to Verizon, we had made several prior to that getting our bill in order w/minor mistakes, but all of a sudden I had a charge and increase of over $50-60?  After researching we found they reactivated my iPad.  After the customer service agent researched it he found that the woman who was suppose to suspend it placed it on a "seasonal hold" and never took it off, even after stating I wanted the Verizon service to this unit disconnected.  He was very nice and professional and stepped up to take care of the bill, Maybe too much, or beyond his authority I guess.  Anyways had he done his job we wouldn't be here right now.  A window is suppose to pop up telling you if there is an early disconnect fee, something I've literally just learned yesterday, I guess one did but why didn't he say something to me is the question I have? Notations showed that He automatically credited my account $340 and never notified me of the warning on my account or the credit he was doing.  I've asked for this call and the recent calls and calls from December-January to be pulled but no one seems to listen.  Anyways when I hung up that day on May 6th it was to my understanding my bill was Finally resolved.  I pay Verizon $207 a month give or take a few dollars and I had three phones two of which were i Phones and one a flip i-phone.  He also then tried to give support to my phone and he and tech support were unsuccessful.  My phone has 3 apple/Verizon apps that came on the phone, they were not added extras.  They are grayed out & say "waiting" under them and never loading up.  We've reset it to org. mfr. settings & a whole lot of other things to that phone and it still won't work.  I even reset the phone when I was in a 4G, LTE area and nothing.  So what to do, I don't know.  But right now I currently have two new phones not in full working order and can't get help for it yet I pay for the services each month.
Then on May 21st I had to call again.  If you recall, I believed the bill was finally fixed but in fact I received a bill this month for $605.74 !  Yep, you have seen those numbers correctly.  Now this so called early termination fee that was credited on May 6th (which I didn't know any of this until June 10, 2014) was now back on my bill.  After dealing with a customer service agent for almost 20 minutes I finally got to a supervisor Jonathan. He listened patiently to our issues on the bill and my concerns and requests of wanting phone calls pulled to show what I was saying was fact.  Even just with the recent call on May 6th I felt mislead by not being given all the information.  I mean, why would I deactivate a device when I have been a Verizon customer for over 5 years and you were talking $30 charge a month vs. a $340 charge to terminate.  I mean it isn't logical.  I am stuck because as you will see below, I can't swap out the phone numbers of the iPhone 5 S and the iPad.  The only other option is the iPhone 5 C and that is a new contract and already has a contract on it.  In fact it is the only phone device that has a contract.  It just did not make any sense.  It was evident I was not told the entire story of what was happening in January with my phone purchase.  They failed, customer service, to read all the fine print.  They stated oh don't worry we do this all the time and there has never been a problem.  Knowing all along that this iPad was to be and stay disconnected because I repeated it several times and even asked now the iPad is not going to be an activated account correct?  No, it isn't she would state.  All the services and contract will go to your phone including the 2 yrs.  This has not happened. I shared all this with him and explained why changing my number was not possible.  It could literally destroy my business and I would of thrown away twice this amount of money because I recently spend a lot of money on promotional materials, literature, flyers, business cards, etc. all which have my phone number on it and again all known by my customers past and current. So Jonathan promised he would be on this, request for calls to be pulled, and would return my call within a 24-36 hour period with some type of update or resolution.  I did honestly chuckle sharing with him that with the exception of one lady months ago calling me back about upgrading my acct, ( I was out of town & missed her call) no one at Verizon has ever returned a phone call-never.  His response was this, "I did not get in the position I am in for not returning calls.  In fact it is why I am a supervisor maim, I do what I say."  Hmm, Its June 10th, Where are you Jonathan???  I am still waiting for your phone call.  Heck, even a text message or email will do.  Just tell me where you are on my acct. vs. forcing me to call and spend hrs. rehashing all of this over and over like a broken record.  Or Have you forgotten my phone number?  I have pneumonia right now and laryngitis and I have had to strain my voice to no end on the phone trying to get a resolution before my billing date with no luck. 
I then went through all of the above issues and that the phones, ---3532, ---9249, and ---8921 should be the only phones w/contracts and activated on our account. Well my phone---3532, the one I just purchased, had no contract.  The contract was placed on my iPad, the very iPad we cancelled out in December.  They kept insisting I purchased it recently at Best Buy?  Then I realized it was my iPhone purchase causing the nightmare.  Another purchase and its screwed up my bill, when will I learn Verizon can't handle changes.  I recalled the agent stating it was 6 months before and upgrade was possible on my phone which with my medical issue wasn't working.  So she said we could use the number but all the upgrades and contract will go on your 3532 number.  I verified is the 2 y contract on my, MY cell phone number because I only want THREE items on contract.  She stated yes and we went over the bill several times including the new bill.  Now I have no contract and have three other items.  You now tell me to solve this issue I need to throw my phone number out and transfer my phone number from my iPad to my new iPhone 5 S.  Sounds easy enough....NOT..     I just purchased almost $600 worth of business literature, business cards etc with my phone number on it.  Plus all my customers know my business through my phone number.  And since you do not announce this # has been changed and here is the new number, I'd loose many of my old clients and possibly new clients.  I could end of loosing thousands of dollars with this mistake.  I have called over and over pleading an your support team gave me a legal dept number to call and that basically was a joke for my concerns.  So here I am .  Praying someone from corporate  reads this.  Right now I have two phones out of contract and I am almost to the point I will shut them down and leave you with the bare min until our contract is met.  And I mean it would be the bare min.  I want this issue resolved immediately.  I believe we have gone through enough as a customer.  It is bad enough I have two phones not working 100%, My iPhone 5 S - I can't even use it at home yet my daughter talks all she wants with no issues.  Me, its all gurgles and choppy when I am at home with two bars.  But add the bill issues and it is ridiculous and inexcusable.
Now I have called several times after May 21st trying to get to the bottom of this and have been told to wait why they read all the notes to finally have me explain what has been going on to them telling me it shows Jonathan entering notes they are still working on it.  This is not good enough.  Today is June 10th and my bill is due June 11th which will bring it late on June 12th.  And the way you people are, you will probably shut me down June 13th.  I just don't have time in my day to call the "WINBACK DEPT"  because I don't have to be won back I have never left. You need a KEEPCUSTOMER DEPT or DONTLOOSE U DEPT because you are about to loose us and be left with an account that will be more of a nuisance to you. 
You have the information to my account, go to it.  Pick up your phone and CALL ME, FIX IT..  Lets please fix this correctly. 

Answer 1

    I can see that this issue has been quite extensive, and frustrating, and I am so sorry for all that has happened societygirl! I would like to help you work this issue out. Please follow & send me a Direct Message, so I can get your account specifics and help finally bring this to a resolution.
Thank you,
MichelleH_VZW
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