Verizon should be monitoring the activity and policies of their third-party stores, and pull the franchise if policy is not in the best interests of the customers, because a situation like this doesn't reflect as badly on the store as it does Verizon.  Basically as if the right hand has no idea (or desire to know) what the left hand is doing.  It's Verizon's job to ensure quality of service in these reseller stores, not the customer's.