Misrepresentation by Verizon - and lack of "Customer Service"

Question

I have tried to follow the "proper channels" and no one seems to care - so here is the letter I sent to the "Correspondence Team"  minus my personal information. 
Verizon Wireless
Attn:  Correspondence Team
P.O. Box 5029
Wallingford, CN  06492
To Whom It May Concern,
First, please know, we have been loyal customers with Verizon for approximately 8 years; and, up until this point in time, we have been pleased with our service provided by Verizon Wireless.  With this timespan of provided service, I am estimating that we have spent in excess of $15,000 with your company.
We have two children in college, and with their urging, we recently decided to upgrade our phones to the smart phone technology.  For years, we had been satisfied with our antiquated flip-phones.  This is where our nightmare began.  On March 31st, we saw an advertisement for Verizon that you were offering a new plan for the amount of $160.00 per month with unlimited text, talk, and 10GB of data – with a buy one get one free Samsung Galaxy S4 phone.  We attempted to explore this offer on-line; however, your website was not working.  We then saw an advertisement on your website for a phone number to call about the “Edge Program.”  We called the number and were connected with Charles Brown.  He was eager to assist us with our needs.  I do not have his employee number; however, his phone number is [phone] ext. 8486. 
For about the next 2 hours, Mr. Brown discussed the plan with us and assured us that this was the plan that would be the most beneficial. The new plan would provide the unlimited text, talk, 10 GB of data and 4 new smart phones.   During this time, he assured us that our bill would be no more than $175.00 per month for both the service plan and the phones. He stated that we were up for renewal on several of our phones and we would receive rebates on each of these phones.  He continued to assure us that with our initial deposit on the phones and with the rebates, our total bill would not be more than $175.00 per month.  We signed the agreements with him continuing to assure us of this situation.  The night we signed the contracts, we received 17 emails regarding our new service. 
Within the next few days, we received two of the phones.  The bill that arrived stated our bill would be $240.00 for these two phones.  We contacted Charles and he stated:  “Oh, don’t worry about that!  When you have activated all 4 phones, the rebates will kick in.”  It then took an addition two weeks to receive our next two phones.
We then received our next statement for the period of March 13 through April 12 for the amount of $380.00.  We attempted to contact Charles with no success.  We thought, well, we just activated the phones.  Perhaps, these rebates have not taken effect yet. We paid $180.00 and again attempted to contact Charles.  We have made these attempts numerous times to no avail.  Apparently, he has made his commission and is done.
Our next bill arrived with a current charges of $278.35 with an additional past due balance of $200.04.  No credits or rebates had been applied.
On May 21, 2014, I contacted Verizon Customer Service. After speaking with one lady, I asked to speak to a supervisor.  I was connected with Kelli (employee number 992300).  I told her of the above stated events and gave her our concerns over the fact that we had been lied to by Mr. Brown.  She placed me on hold to do “a little research.”  When she returned, I also inquired if all sales phone calls were recorded.  She stated they were.  She asked if we were offered the plan with a 2 year renewal contract and I told her that during our 2 hour conversation with Mr. Brown, that the only plan we were offered was the “Edge” program.  She then offered to switch us to a 2 year renewal service plan including the phones we had received for $183.00 per month.  I agreed to this verbal agreement.  She then asked if we had signed the Edge contract and I stated that yes we had with the assurance from Charles that we would receive the rebates. She then retracted her offer and stated the best she could do was a 6 to 12 month credit to our account.  I declined and asked her to listen to Charles Brown’s recorded conversation with us.  She stated she would and stated twice that she would call us back within one hour. It is now May 25th and we have yet to hear from her.
After one and half hours passed, I called the customer service number again and after asking several times to speak with a supervisor, I was connected to Marcus (6805).  He did tell me that it would take up to 72 hours to research this type of request. I stated that I thought that was reasonable; however, I was promised a return call within 1 hour.  He stated he would continue to follow up on this situation.
In all honesty, I do not expect to hear from either of these representatives.  I feel that I was make promises just to get me off the phone and they have no intentions of following up on my requests. 
We do not wish to cancel our service with Verizon; however, we are feeling that we may have no choice in this matter.  We feel we have been lied to, ignored, and unvalued as a loyal customer. I also feel that “calling customer service” would be a waste of my time and energy and would only result in further frustration and anxiety.  We contacted AT&T and they have stated they would be more than thrilled to meet our telecommunication needs.
What can you do to help? Please review our multiple conversations with Mr. Brown.  You will then find that our concerns of untruthful statements are legitimate.  We would be more than happy to switch to the 2 year contract for $183.00 per month. If this is not available, we will be forced to switch to another service provider.
We would appreciated any further consideration of this matter and if would like additional information, please do not hesitate to contact us at our home number or respond on this forum.
Sincerely,
A Very Unhappy, and soon to be former, Customer

Answer 1

Although long in your post the situation was somehow messed up.
Like the AT&T plan you are alluding to the price is $160 plus taxes and fees per month in addition to the Edge Plan charges of at least $100 for the four phones ($25x4=$100) so that would be $260 plus taxes and fees. There could also be pro rata charges for partial month of service. First bill is higher in many cases.
Now if you were just going to purchase four new smart phones under a 2 year contract each there is the cost per device at subsidy say $200 each or ($200x4=$800).  Plus 4 upgrade fees at $30 is $120 plus the cost of a plan you choose with shared data. So $920 plus plan say at the lowest rate share plan to be $160 plus taxes and surcharges. You would have received an invoice way over $1000.00 so you were put on the edge plan.
You were misinformed as you have to pay a cost for each device for 20 months.
You may have not heard that point in the conversation. Or it may not have been told at time of sale.
I hope the letter works out.
Good Luck