If you are not in a contract, I would suggest seeing what options are out there.  Verizon's customer service support is not nearly what it use to be.  Unfortunately its only about numbers to them now.  I'm having issues with them now, not similar to yours, and I'm at the executive level and still having difficulty getting my issues resolved.  I feel your pain and understand the frustrations with spending numerous hours on the phone with someone on the other end who either doesn't care or truly wants to correct the issue but doesn't have the authority.