What is up with Verizon's website.......update?

Has anyone from Verizon even tried to use their site lately? I actually design websites for a living and I cannot navigate my way out of the circle of death Verizon's site takes you on. I have spent hours trying to do 2 simple things---discontinue service on a stolen phone and upgrade my phone.
Unlike the old website layout which was very easy to navigate--I still cannot find how to do either of these. When I do get to the section that explains...it tells me to log into my account (which I currently am) and to go to buttons that do not exist anymore or are named something different.
Who is in charge of this outfit? They know little to nothing about what customers need. I have been a verizon customer for many, many years and little by little they are heading down hill in customer satisfaction.
Any help would be appreciated.

fotographer wrote:
I have spent hours trying to do 2 simple things---discontinue service on a stolen phone and upgrade my phone. To discontinue service, suspend service, or report a stolen phone, you need to call customer service at 800-922-0204. You can't do this through the website, as far as I know.
To upgrade your phone, on the main screen once you log in, are 4 major divisions of things to do: Bill, Plan, Device, Profile. Under Device, the top box is "Upgrade Device" - When I click that, it brings me to a screen similar to this:
All your lines are listed with those eligible for upgrade specified.
Is this what you see?
Any help would be appreciated.

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I am increasingly frustrated with Verizon and their lack of concern for customer satisfaction. I have been with them since they began and through the years they have become less and less customer friendly. All I want to do is do an early upgrade to the IPhone 6, I have one line that is out of contract, two that will be up in May and one in October. All the lines are eligible for early edge but only if we take a Motorola phone we do not want because they have some contact with them to push phones no one wants. Seriously Verizon what the heck is wrong with you, trying to force people who have been loyal to you to take a phone they don't want because they paid you to do so. I'm not trying to leave for the competition but at this point I may have to. I had even checked back in November when I saw we were eligible for the early edge and was told we could only do the Motorola phone but that promotion would be over Dec 31 and after that we could upgrade to any phone we wanted. Imagine my disappointment when we go to a verizon store to find out that was a lie and they entered into another lame contract with Motorola to push a diffent phone (last years model that didn't sell) and we would be forced to take one. I contact customer service and was told to bad, sorry we lied to you but it's either that phone or wait out your contract. Well maybe it's time to switch because it's very obvious that Verizon no longer cares about their customers, hey Verizon can you hear me now?

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>>Profanity removed<<
Message was edited by: Verizon Moderator

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The next month, it was $60 higher than normal, so I called again. This time the rep told me it was because of the Jet Pack service plan. I told her the Verizon Store salesperson told us the Jet Pack came free with the switch to the new limited data plan. She said the device was free, but the 2-year contract was $50/month, and I'd need to visit the store to see about returning it.
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