I am unable to upgrade my device because Verizon messed up my contract date

Question

My current 2 year contract date with Verizon started 9/2012. I have 2 phones on the contract. February of this year I lost 1 phone. I paid FULL price for the phone knowing I was still under contract. Now it seems a Verizon re-aged my contract on that phone until February 2016 preventing me from upgrading to an iPhone6 plus on that line during the pre-order.
The bigger problem is  that I have spent several hours of my like on 2 separate occasions on the phone with support over the past 2 days to correct this ending with no resolution. It gets worse. The first phone call the support agent and her supervisor confirmed that I paid full price and Verizon made a mistake as well as that it would be corrected in 24 hours so that I could pre-order the iPhone 6 plus. 24 hours later no change! I call up AGAIN and it feels like ground hog day, even though the agent has notes on the case he says she needs to research to be sure that I paid full price for the phone. I told her that was confirmed yesterday, it should be in the notes. I spent over and hour on the phone this time and ultimately wasted my time. I came out with less at least the day before I got a phony promise that it would be resolved... In the end she said she could not confirm the price I paid for the phone (Oh I remember because it was 800.00 i paid and you guys confirmed that fact the day prior) so she couldn't help me until the Verizon store I purchased the phone from opened so she could get a receipt for what I paid. REALLY??? I also mentioned that this may give me no choice but to switch carriers she seemed sorry to hear that but did little to prevent that. So now I am unable to preorder the phone I want for one of my lines because of Verizons mistake and inability to follow through and correct it. Since I have already wasted hours with no resolution, my question is, (after this long background)
How do I get this issue corrected?

Answer 1

Thank you for your reply Lasina. The purchase was already verified by your
agents the day prior on my first call. They confirmed and noted that I paid
full price for the phone on that call. They  admitted a coding error on
Verizon part and ensured that it would be corrected in 24 hours which was
in time for the pre order. .. however it was not. That's why I called a
second time. Yet the second called said they needed to confirm, like the
first call never happened. Now I am not able to pre order the iphone I
wanted and will need to wait weeks for a backorder (whether I decide to
stay with Verizon or not)
Thank you for your reply. What can be done at this point or what do I need
to do to get this cleared up. I can't afford to keep spending hours on the
phone and getting nowhere. Please help.
Thanks,
Jeff
On Sep 12, 2014 8:13 AM, "Verizon Wireless Customer Support" <