Verizon is charging my account for a service that was not provided.

Question

Verizon is charging my account for a service that was not provided.
I am a LONG term Verizon customer and no one is helping.....
I work in IT, with the Network and Mobility groups, so I know what I am talking about, network access, O/S, bandwidth, etc….
I changed to a droid Bionic, from my LG (broken).   I started experiencing issues with inability to connect to a solid 4G network. The phone was not updated to Ice Cream Sandwich O/S and tried repeatedly to get update, but no go. Verizon did swap out with another bionic, but still experienced issues with inability to consistently get network access.  I work in a big city, no one else was having issues at my work.
Husband left for Europe due to a family emergency mid Sept.   FIL was in hospital.  I work and there is a 7 hour time difference.   We both had SKYPE on our phones.  At work, I tried to contact him, using SKYPE.   SKYPE would not connect, due to the phone issue connecting to the network.   I had to call husband directly (international calls) to get updates on the condition of my ill, 96 yo FIL.  
1.   This was not an issue of an app that did not function and that Verizon does not support.   I did not have access to the network, thus could not use SKYPE to make calls.  This was not a choice to call international.  
Verizon admitted that it was a phone issue.  Since I am a long term Verizon customer and have insurance on the phone, they tried to give me yet another Bionic 9that would not work).  After much discussion, they sent me a RAZR that was on the updated O/S.
Up to the 29th of Sept, I was on the Bionic and could not access SKYPE.  Once I transferred over, I could use SKYPE and was not forced by Verizon to make international calls due the lack of network service that I pay for EACH MONTH.
When I received my bill for Sept, there were hundreds of dollars of additional charges.  
This was due to the international calling that I was forced to use to check on status of terminally ill 96 yo FIL.
This was due to the overage of minutes that I had and was never notified of by Verizon, due to the interational calls.
I have tried to deal with Verizon on eliminating the charges. This is after having to deal with the death and funeral arrangements, service, etc of FIL.  Verizon claims that I made the calls, thus I must pay.   They admitted to it being a Verizon network issue when they traded for the Razr and updated O/S, but still want me to pay hundreds of dollars in extra fees that THEY CAUSED.

Answer 1

szilasi wrote:
Just as a FYI..  Husband was at the hospital, not at a PC. It would be so sanitary and easy if all was scheduled properly, but guess what?  Usually when someone is ill enough and has been rushed to the hospital and extended stay, you do not only contact at 6 AM in the morning.   You check on statuses, talk to doctors, etc. during the day. 
I thought you said YOUR phone was the one having the problem, not his. You could have Skyped/emailed from a computer TO his phone, but you chose to call instead.
Yes, you are correct, everyone does not always think clearly when in a stressful situation such as that. Does not mean someone else should pay for YOUR actions.
Another thing I notice about your prior post is you say "Verizon claims that I made the calls, thus I must pay." but you also claim to have made the calls yourself, so it isn't necessarily that Verizon "claims" you made the calls, you DID make the calls.
Finally, I have found myself in a similar situation in the past and most likely in the near future. I also didn't(and don't) expect Verizon to pay for my phone usage during those times.