Wow. Just wow. I think you should contact a newspaper consumer advocate so they can publish your story. Not everyone has as good a BS detector as you do and you would be doing other consumers a favor so they don't fall for the "deprioritize calls" lie.
Great idea but I don't need any more projects on my plate, I'm supposed to be retired LOL. I did respond to a Verizon survey and took the time to tell the story. There is obviously a huge serious disconnect with their support group, they simply don't have a clue and corporate Verizon doesn't care. I have a phone meeting today at 2:00 so I'll know if the fix has corrected the problem or not. I don't know if I mentioned it but one of the first places I went to was the new Verizon store on 138 next to Dunkin Donuts. BTW, it's a reseller, not an official Verizon store. The fellow inside tells me it's my case that's blocking the speaker and because I got the case at the corporate store, they can't replace it.
Stay away from doing any business with any type of "resellers" My lessons learned from last decade was from Dish satellite and Tmobile resellers. The Dish reseller outright lied to me about a contract. The Tmobile reseller, if i wanted to pay a bill in person[this was before online paying was not easy/unavailable], had to travel 120 miles round trip.
Often resellers hide the fact they are a reseller.