[Verizon Galaxy Note 3 General] soupaloup:
I'm a former verizon employee, both in over the phone tier 1 customer service and in store retail rep. As xda has been a huge help to me in the past I figured it was time to break my silence. I'm also going to use this post to give you some insider secrets.

First, it seems like you lucked out with the second rep. He was clearly on his game, and had a supervisor who is able to give him some leeway. He offered to give you his personal email * a big no no, and wants to help you. If hes taking screenshots, he most likely notated your account, which is good for you. The lesson to learn here is twofold. One, there are many corporate reps who will tell you whatever you want to hear to get you off the phone and will either forget to notate the account, or will blatantly not write it in your account (I used to clean these up all the time). Given that he he gave you an [MENTION=5438726]VerizonWireless[/MENTION].com email I would assume, you are in good shape. Now, here is where things get interesting. Verizon cannot fill its customer service ranks as the job is a thankless one, and unless you are vested, most reps are lucky to last a year. In addition, they have been closing call centers and asking more of the reps they already have. As a result, verizon backfills there demand with third party call centers. These third party call centers are unfortunately very un-acountable because no one in corporate has access to them. If they can't give you a real email, then they are likely one of these reps. Unfortunately, reps aren't supposed to give out their emails to begin with, so its a crapshoot to begin with, but its a place to start. Also, verizon centers run until 11pm in their local jurisdiction. The later you call, the more likely you are to get one of these reps.

It also seems like this person had a competent supervisor who would be willing to back them up. Unfortunately not all supervisors are willing to work with you. Verizon tied the supervisor schedules to things like credits, so you may need to call multiple times to get what you want.

As for the first rep. He could either have been a third party rep *who get half the information as corporate reps and half the access, or he could just not be aware of what happened. A lot of verizon employees don't follow places like droid-life, and in cases of leaks, they are the last people to know about anything. Usually it takes a while before there is even an official response from legal. Furthermore, corporate would likely be telling the reps to try and get you to switch, because "your data usage is really low" or some other bull****. The best option is to stay firm, but never lose your temper. Most reps will try their best to help you out as long as you remain civil. The minute you start yelling and screaming, you've lost your leverage. Verizon reps live and die by surveys, and they want you to give them a ten, but if they've already got their survey for the day, then acting like an ass is a surefire way to get nowhere.

The rep you got did an amazing job, if you get a survey make sure to give him a ten.

-If anyone has questions about how to navigate vzw's systems, what to say to reps etc from an insider perspective shoot me a pm. I left there in august(from retail), so my information is a bit out of date, but I will do my best to help.