Verizon, just do what you promised

Question

On November 17, I called Verizon to add hotspot functionality to my iPhone.
The customer service representation (CSR) gave me his first name and recited a cost plan and then said he had another option for me.  He quoted the price I currently paid before taxes, and then cited the proposed price, again--before taxes, to include the added service.  He mentioned my long relationship with Verizon.  The price was to include 10 GB of data, raising our 3-phone total allotment to 12 GB total.  We did NOT discuss phone plan names.  I received a confirmation number from the CSR.  The price was great and the overall effect on our monthly bill was minimal.
We received our December billing, and...you guessed it...the bill did NOT reflect the phone conversation.
I called on December 26th to get things straightened out, believing that my documented confirmation number and notes I and taken during the first call would surely result in a positive outcome.  Noooooo, not with Verizon.  After no satisfaction and my request for a supervisor, "Paula" came on the line and repeated to me, via her scripted responses, over and over that what I was asking for doesn't exist.  Why then, I wanted to know, had it been offered during my initial call?  Paula wanted to "educate" me, as she kept saying.  Educate means this--if Verizon doesn't like what you're saying, they teach you to say they are right and you are wrong.  Educate means give up, customer, you're getting nowhere with us.  Just pay your bill!
Paula kept saying something about a "360."  I finally asked her what that is.  It's a feed back form, she told me.  One where they look into that first phone conversation.  "What are the possible outcomes?" I asked her.  "Do you hear the promise that was made to me and honor it?"--No, that wasn't Paula's answer.  After listening to it, they...educate...me.  If their CSR made a mistake, they don't honor it, because that's just not possible--no such "plan" exists.  They would adjust the bill for one month, "educate" me, and then the bill would conform to higher  cost existing plans, or rather, I would conform to the bill they sent me by paying it and shutting up.  "How long will the 360 feedback form take?" I asked.  About one or two weeks, she said, without bothering to say weekends and holidays don't count; I had to add that for her.  I want my bill abated in the meantime.--"No, that's not an option.  You owe the bill.  It's correct," she insisted.  Late charges and bad credit do apply!  "I want a copy of the transcript," I told her.  "No, you can't have that," Paula said.  Verizon reserves its right to lie about whatever they find on the transcript.  Does anyone believe this??--Does anyone really think Verizon is actually going to (a) listen to the first phone conversation and (b) do anything?  I sure don't.  Why should they when the only possible outcomes are all in their favor anyway.
Paula did not care about my confirmation number.  She never even asked for it.
I spoke to both Paula and her co-worker about verbal contracts, good faith, promises, and loyal customers, but the only two things she had to "educate" me about were (1) restoring my previous contract/plan.  In other words, getting rid of my hotspot function on my iPhone, or (2) agreeing to pay the higher price for the services I added.  I did not accept either option--I want the deal I was promised.  The hotspot is my only internet connection and I need it to work from home.
If you don't ask for a call following a Verizon review of a problem, you won't get one.  I also asked to speak to someone; I don't just want a message left on my phone--I want a conversation.  Paula says if they don't get me the first time, they'll tell me when they're going to call me again.  If I can't pick up the second time, because, you know, I do have...a job, then too bad for me.
The bill we received added data access to my husband's dumb phone.  I would never agree to that.  I agreed to a number, an amount, not a plan.
I've had numerous negative experiences with Verizon (DSL service quit working after 9 years, etc.), and I do wish I could give them the heave-ho, but I tried another wireless service at my home, and it didn't work.  Here's what I learned from this latest nastiness with them; here's how I got educated today:  If you think Verizon is offering you something that seems like a good deal, wait until you get the bill.  It can't possibly be true. I have a name for the plan Verizon offered me on November 17.  It's called the bait and switch plan.
I was getting nowhere, so I asked Paula for the name and contact information for the president of the company.  Paula hung up on me and din't call back, thus ending our one hour, 29 minutes phone call.
If anyone has any suggestions, I'd really appreciate it.

Answer 1

The contract is available at the bottom of every Verizon web page.  It clearly states that this contract overrides anything a rep tells you or puts in writing other than this contract.   So a verbal conversation with a rep does not invalidate this contract, nor does a written statement.  It's pretty simple.  A person doesn't have to go to law school to figure this out, one only needs to know how to read.  Does law school teach one that a contract is whatever you say it is?  Common sense and life have taught me to read what I sign and not to fly off the handle without understanding what I am disputing.  Using law school as the reason you are right is not helping, because you are presumably trained in law yet do not understand the terms of the contract you signed. 
ABOUT THIS AGREEMENT
If we don't enforce our rights under this agreement in one instance, that doesn't mean we won't or can't enforce those rights in any other instance. You cannot assign this agreement or any of your rights or duties under it without our permission. However, we may assign this agreement or any debt you owe us without notifying you. If you're a Postpay customer, please note that many notices we send to you will show up as messages on your monthly bill. If you have online billing, those notices will be deemed received by you when your online bill is available for viewing. If you get a paper bill, those notices will be deemed received by you three days after we mail the bill to you. If we send other notices to you, they will be considered received immediately if we send them to your wireless device, or to any email or fax number you've given us, or after three days if we mail them to your billing address. If you need to send notices to us, please send them to the customer service address on your latest bill.
If you're a Prepaid customer and we send notices to you, they will be considered received immediately if we send them to your wireless device or to any email or fax number you've given us, or if we post them as a precall notification on your Service, or after three days if we mail them to the most current address we have for you. If you need to send notices to us, please send them to the Customer Service Prepaid address atverizonwireless.com/contactus
If any part of this agreement, including anything regarding the arbitration process (except for the prohibition on class arbitrations as explained in part 8 of the dispute resolution section above), is ruled invalid, that part may be removed from this agreement.
This agreement and the documents it incorporates form the entire agreement between us. You can't rely on any other documents, or on what's said by any Sales or Customer Service Representatives, and you have no other rights regarding Service or this agreement. This agreement isn't for the benefit of any third party except our parent companies, affiliates, subsidiaries, agents, and predecessors and successors in interest. Except where we've agreed otherwise elsewhere in this agreement, this agreement and any disputes covered by it are governed by federal law and the laws of the state encompassing the area code of your wireless phone number when you accepted this agreement, without regard to the conflicts of laws and rules of that state.
Last Updated: 02/05/15