Terrible customer service

[J0s17n5]

A few weeks ago I noticed a green line going across my screen. I called Verizon since I have insurance and they told me to send it in for a new phone. Then the agent suggested since I only have 2 more payments on my phone, that I should pay off my phone and trade it in for the brand new s25 phone. It would be a brand new phone and cheaper monthly payment than I have now since they have a promotion running that would get me $600 off.  So I did the trade in. Weeks later I noticed I still owe $1400 for my phone and my monthly bill has gone up! When I called the new agent told me I did not qualify for that plan and not sure why the agent suggested it. But then told me there was a different promotion that would get me $800 off my new phone but I would lose my disney/Hulu bundle, apple music and lower my hot spot. I was fine with it since I dont use any of those. I repeatedly asked on a recorded line, that is all that would change if I switched to this plan? She assured me yes. Instantly i got a text saying my Verizon cloud has been deleted. When I asked she said my cloud wasn't part of this new plan..... I was frustrated and explained how that is exactly why I asked 4 times what exactly would change with this new plan. She then said she would give me my Verizon cloud back for free with this new plan, a $20 credit for a mistake and she would transfer me over to tech support.

Tech support confirmed $20 credit was never added and I still had no cloud. That person wasn't authorized to give free cloud to my plan anyways. Tech submitted a ticket and told me my cloud pictures that I've had would be restored and she would call me Wednesday morning to confirm.  She then transferred me to a manager who listened to what happened and told me I would get a call Tuesday night to tell me what I can do because I now have a brand new phone, a plan i dont want and a higher monthly bill.

Neither Tuesday night or Wednesday morning I recieved called from the tech support or the manager. Thursday I get the message that my ticket has been resolved.... I look and still all my cloud pictures are missing.  I call Friday and they said I have to wait 2 billing cycles to find out what plan I even have!! 

This is completely unacceptable, I have been a Verizon customer over 20 years and have now spent over 8 hours on the phone with Verizon with absolutely no help so far!!