Update messed up phone, Verizon wont let me cancel contract

[Chicago-Samsung-Galax]

the 4.3 update messed up my phone and is costing me money in business.  This now happened 7 days ago.  I have spoken with about a dozen different individuals about it.  They have sent me a new phone, and i have tried multiple different sim cards.  I have documentation of being lied to via chat about the issue. When i request an update all i get is we are working on the issue.  In order to go to ATT, Verizon wants to  charge me almost $1,000 in cancellation fees even though i am paying over $200 a month for service i cannot use.  They will not help and are not willing to work with a 20 year customer (yes 20 year).  I do not know what to do.  Any advise?

[ttipgem]

They are charging you $1,000 to cancel ONE line?  That doesn't seem correct.