don't feel bad i am in the same boat as you can't wait for contract to be up to cancel
they do know that we can't do any thing while still in contract but to pay those charges
they do not work with you at all
You're definitely not the only person with customer service issues with Verizon. From what I've been reading for quite a while, it sounds like Verizon used to have excellent customer service but recently (the last year or two?), it's been going downhill. Every person I've talked to or read posts from that had to rely on their customer service has been appalled at how bad it's been. Apparently, they don't care about you until your contract is almost up.
Remember to support (or avoid supporting) businesses customer service with your wallet. If they try and lure you into another contract with some sweet deals, remember what their customer service has been like, make sure you let them know why you're leaving (I'm hoping if they get enough complaints and lose enough business, they'll make some changes) but if you sign back on again, you're rewarding them for their terrible customer service.