Is this how Verizon operates?

Question

I just joined Verizon on September 24th, transferring from a long term relationship with AT&T. I had no problems with the service, or anything actually - they just informed me they couldn't port my wife's Verizon number to AT&T, so I switched to Verizon. Problem 1 started when we tried to buy the phones online, seeing as i was starting a new account with Verizon, and my wife was a current customer under her Families Plan, we could only buy my phone under the new plan, so we called in to do the whole thing over the phone. I won't stress on the waiting times, because i know it was a busy time with the iPhone 6 release, but it was a LONG time. Once on the phone i purchased my new iPhone 64gb, and had the associate setup my plan, he then said i would need to purchase my wife's phone on her current account, but transferred me to Assumption Of Liability, as they would help out with that. Waited on the phone for 25 minutes, then was disconnected. Had to find the number, call back in, wait another 20 minutes, once it was answered i was told they could do nothing until my phone was activated, but that i should go ahead and purchase her phone. Please note - this is when the 1 gb promo was in place, and i was told the entire time i would have it for both phones.
I purchased my wife's phone, and had to go through all this coordination with her family to due to all the passwords, and what not. We finally got both of our phones (i got free overnight shipping like promised, hers took a week because free shipping didn't apply, because we didn't buy it online.. which wasn't an option). OK great - got the phones.. now to call back assumption of liability and switch service - done and done. I am told we have a total of 2 gb shared data (1 for the plan, and 1 gb promo). I told her we should have 3, since my wife should have the 1 gb promo data - she then tries to switch my plan to 3gb.. i stopped talking to her immediately as she did not understand what i was saying.
I called that morning into customer service and explained everything - he said he would put together an email to his manager with all the facts, and let me know by the end of the week. Obviously i got no return phone call (and still haven't), so i called again the following week. I spoke with another associate who saw the issue, and spoke with her supervisor, who she said would take care of the extra 1 GB as it was obvious it should be there. I waited another week, still did not see it. I called back in the next week and spoke with an associate who told me it was showing on my account that i had the 3 GBs, and i was happy - awesome, finally fixed. Nope. I waited a week, and still didn't see it showing up online, or on the MyVerizon app, so i called in again yesterday. Spoke with another person who verified everything i said, and followed everything in the commentary they have. He told me he would handle this with his supervisor and call me back later that night between 8-10. Based on how this narrative has been going - obviously received no phone call, and still no answer to my problem. I still am not showing the extra GB i should be receiving an entire month later.
Problem 2 - I have seen this issue pop-up several times on this forum in the past month so i know i am not the only one who has been impacted. I sent in my iPhone 4s on September 26th. Yesterday October 27th, i checked my submission status, and saw the following comments:
"LCD is not working - Screen is cracked/damaged, Device is broken - Side/Back is cracked or broken, Device does not power on "
There are so many things factually wrong with that statement that i almost completely flipped out when i saw it. I have not yet received an email from them stating this - but it shows a value of $0. Lets talk about why these are blatant lies. The screen does work, the phone does turn on, the phone was on when i sent it, with a full charge. Plug the **** thing in and let it charge up - i promise it will turn on. Screen is not cracked or damaged - there is a chip on the bottom right of the phone, so tiny i forgot it was there because my cheap case covered it up. Side/Back is not cracked or broken, and the device does turn on... I was appalled. and still am.
Submission ID: (removed)
I am super frustrated and can't imagine how a business of this size and scope can behave like this. Someone PLEASE respond back to this email from Verizon with something remotely helpful. I feel like the only recourse i would have, which makes me feel childish, is posting negative comments on Social Media or here. My next step would be to go to the BBB, like i have seen several people post about doing in the forums, but again that seems absurd to have to threaten to do that to get action out of a company with a couple hundred thousand associates. Step up and do the right thing for customers - new and existing.
Message was edited by: Verizon Moderator<<>>

Answer 1

No you do not feel my pain. If you read through the forum post you are referring to you got a CLEAR answer to what they were saying. Yes what they did to you was a bit underhanded, however completely fair - and 100% accurate. I would be ecstatic if i were you to have anyone even responded to your post with an actual answer.
That being said - i spent another 2 hours on the phone with an associate who said she will have my first problem fixed in 24-28 hours, we shall see.
Problem number 2 -is still outrageously outstanding. She told me they literally have no way to contact the warehouse where the phones are sent, and i finally saw the value they assigned... $0. 0$ for a working iPhone when the appraisal came in at $200 - again it worked perfectly, free of defects. I know that it is in their terms they do not send the phones back, however this legitimately feels like theft. They took a working iPhone, paid 0$ for it, and can repurpose it and donate/sell it.