Unlimited data plan and discount dispute on new phone

Question

Problem #1
Before the unlimited data plan was discontinued earlier this month, I added it to my current plan (phone is an LG EnV3)
On Monday, 7/18, I became eligible for a new phone upgrade, and wanted to purchase the Driod Incredible 2.
While on the website, I noticed that it would not let me keep the unlimited plan while upgrading, so I contacted an online service rep.
A screen capture of the conversation can be found here -->   http://img835.imageshack.us/img835/5640/chattk.jpg
The online service rep, Logan W, told me that I could keep it, all I would have to do is contact customer service afterwards and have them make sure that my current package stays.
Flash forward to today, I called customer service when I recieved my new phone, and was told that what your online service rep told me doesn't matter, that you can't keep the unlimited data plan if you move from a "feature phone" to a "smart phone."
I told her that is not what I was told prior to purchasing the phone, and she basically said she didn't care, she would send a ticket to some department to see if I could keep the unlimited data plan, but it was up to them, and that I would get a call back with their decision in 24 to 48 hours.
Problem #2
On Monday, 7/18, the Driod Incredible 2 was shown on the Verizon Website as $159.99 - $50 online discount = $109.99
A screen capture of the webpage --> http://img810.imageshack.us/img810/5301/pricee.jpg
When I added it to the website's cart, it took off $30 for my loyalty discount, resulting in a price of
$159.99 - $50 online discount - $30 loyalty discount = $79.99
But when I reached the final page of check out, the price went back up to $109.99.  I asked your online customer service rep about this (as seen in the above transcript) , and he said that all I would have to do is call customer service after the sale and they would credit my account for the missing loyalty discount.  I then purchased the phone for $109.99 + $8.80 tax = $118.79
Back to today, after I inquired about the unlimited data plan, I asked the customer service rep about this credit.  After checking it out, she would not believe me that the starting price was $159.99.
She at first said the phone price was $199.99 and I did get my loyalty dscount, but $199.99- $50 online discount - $30 loyalty discount = $119.99 + tax.  When I told her that wasn't the case because that was more than the $118.79 I was billed, she told me that "somehow I get a better deal and should have been charged $10 more"
I tried to tell her that her pricing does not line up with the facts (my screen capture, my order email).  She then told me that my phone was somehow actually $$139.99 and I got my loyalty discount which brought it to $109.99.  It was like she was trying to fudge the numbers so they came out to the right price.
This is a direct copy & paste from the first email I recieved from [email protected], that again shows the original price was $159.99 with a $50 online discount.
Due Now
Equipment Upgrade:
1   HTC DROID INCREDIBLE 2 -regularly $159.99         $109.99*
Due now:  detail of total charges to be billed to credit card
Shipping: Free
Subtotal: $109.99
Taxes, Governmental Surcharges & Fees: $8.80
    NY Local Sales Tax* $4.40
    NY State Sales Tax* $4.40
Total charges to be billed to credit card: $118.79
Your customer service rep would not budge, she told me if I didn't like the price that I could send the phone back within 14 days.
I am amazed at how I was told one thing by your online service rep previous to purchasing a new phone and agreeing to a 2 year contract, but after I get the phone, I am told something completely different by your customer service rep.  I feel this is totally dishonest and a great way to make people hate your company.
All I want is VW to honor what I was told previous to purchasing this new phone.  If I can not keep the unlimited data plan I will be returning the new phone and moving on to another phone provider.

Answer 1

unclebrady wrote:
Reply to your first point:
I was unaware of this *exception* to the rule when I ordered my new phone and agreed to another 2 year contract.  I did my due dilligence by asking a verizon online service rep to confirm that my unlimited data plan would transfer *BEFORE* I ordered.  I did not know of these forums until after my most recent call when I searched google for "verizon complaint forum."   I didn't read your "transcripts" because it's a moot point - that is Verizon's policy plain and simple, and although I agree it does suck, and it's TERRIBLE that they didn't warn customers properly, the Verizon reps did not know any of the details of the new plans until they were put into affect. (Also, online reps will do ANYTHING to make a sale/commission... Just be warned for next time. I had a 2 hour conversation with one when I wasn't even eligible, who was trying to get me to pay full price but make it sound like it was discounted.)
Read the transcript.  Logan W. didn't say "maybe it will" or "probably it will" he said ""As long as you contact customer service when you get the phone to have them activate it for you they will make sure that you're current plan stays." 
Also, it really is none of my concern, as a customer, about the inner workings of verizon, if the unlimited data plan is broken up to 2 different codes, 4 codes, 8 codes, etc, I'm sure if I was the CEO's brother, they'd get it straightened out in about 5 minutes.  As is, I'm just a 7 year customer, which appearently means very little. But clearly it is of your concern, when this is the reason you are not getting your data plan, isn't it? You're MAKING it your concern.
Reply to your second point:
Again, I was not aware of these forums until after I ordered the phone.  I have a screenshot showing the original price ($159), the online discount ($50), and the price after ($109).  Verizon's customer service people should be able to see that I was also eligible for my $30 loyalty discount on that date.  But, the customer service rep I talked to stated she didn't care if I had a screenshot or not, that if I didn't like the price of $109 then I could return the phone. That was just that specific rep. You'll learn that each rep has their own way of doing things. Some are more sympathetic than others. Just keep calling until you find a rep that will take your screenshot. There have been numerous people on here that have done this, and have gotten their discount. Just like certain reps will move your upgrade date up, and others won't.
And that's the sad part of all of this.  Her attitude wasn't "how can we make this right?" it was "if you don't like it, then send the phone back"  You'd think Verizon wouldn't be so hard headed when I'm trying to give them my business, but appearently what I'm getting is a "if you don't like it then leave" attitude. Like I said, each individual rep. Not everyone in one company has the same attitude/demeanor.