I have been a member for a while now. James F. was able to assist me in the Loyalty Department last year after I had been treated unfairly by Verizon however I cant get in touch with him now and apparently no one can assist me in upgrading my phone. I guess they dont care about losing me as a customer by all their services? Customer service is extremely rude and they do nothing for their customers!
Solved! Go to Correct Answer
Because there isn't a Loyalty Department. Upgrading your phones is something you can do yourself online. Not using self service tools isn't a customer service problem.