Verizon is on My Hit List

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By the way, there should be an "s" in front of "hit". Verizon is a mobile phone service provider. Our bill went up $20 for no reason. So I called Verizon Customer Support. I could barely hear the person I was talking to. They said they had removed our loyalty discount. We were still loyal customers, so why did they remove the discount? The agent on the phone talked in circles, so I finally told him/her that I was going to go to my local store instead. We went to our local store. We told the agent we wanted to downgrade our plans to simpler less costly plans. The agent said she doesn't get any commission for that and told us to go home and do it ourselves. She did inform us though that we'd owe nearly $1,000 if we switched plans because we got our "free phones" last year and they would retro-charge us if we changed plans. So we went home and tried calling Verizon Customer Support once again. This person said she could help but kept saying she was restarting her system. After 20 minutes she said she'd call us back in 2 minutes. 15 minutes later she texts us and tells us to do it ourselves. They've pretty much got us over a barrel at this point because if we change plans or carriers we'll owe $1,000 for the phones.