Yep, I think that's been just about everyone's experience with the Charge.  It's a terrible phone for a "flagship" product and was abandoned about as quickly because it was so bad (despite the fact many of us paid top dollar for this phone to get in before unlimited data disappeared . . . just to have it basically taken away anyway).  You might not want to leave Verizon over the phone itself but I think the way they handled your case is a pretty good indication of their customer service.  Join many of us and jump ship.  Verizon's not worth the frustration.