I'm having a similar issue. My little boy three years old dropped my i-phone. The screen is not working, I have my mentally disables sister, and my widowed mother on my account. My mother cannot pay her part until the 3rd, I usually make a payment arrangement to assist her. I called in and Verizon said my only option as to file a claim.

I called asurion and they told me it would be $169 dollar deductible. They said, get this, the higher the giga bytes, the higher the deductible, giga bytes determines worth how? Sorry, but in today's day an age where we have terabytes and ever-advancing technology, that is a load of marlarkey.

I called Verizon back and spoke with SAM who said he could get a certified like new replacement phone, he said after about thirty minutes of trying to get some help, he put me on hold  for an hour and five minutes. I gave up after that much time and called back to get Kevin who said that because we have a past due balance (despite having been a customer for three years and having paid 18,000 dollars for my multiple lines and never having missed a payment, they cannot assist because I plan on paying my bill on the third of the month.

I asked for the call to be escalated where I spoke to a floor supervisor named "Pat" who claimed he was in the New York Office. It expressed my frustration and he said "I can't see where you were on hold for an hour".....he basically said I was lying about my long hold time. I have the call record, he's supposed to be she supervisor, want me to show it? He was very snarky and passed the call off to another floor supervisor because he had better things to do I guess.

Three years and 18,000 dollars of my money for what? What a rip!! I HATE VERIZON!!!!!!!!!!