That's what you get for talking to and "trusting" ill-trained, faceless "online" or "telesales" sales reps. You could run into the same problem with Verizon, ATT, Sprint, or any other carrier; they told you what you wanted to hear, then authorized an "exception" early "upgrade" (which renewed your contract), and sent you a new phone. Upon activating it, you accepted the terms of the contract renewal. Then, a year later, you're calling customer service/telesales AGAIN, thinking you have an upgrade; but this time, talking to an entirely different rep who knows not a damn thing about what happened 12 months ago, and can only READ what the previous rep noted your account with. He's now powerless to undo what was previously done.
Next time, walk out of your house, and into a local Verizon store or Retailer, and talk to someone who will give you their business card and after-sale support and accountability. Every one of my customers has my phone number and knows where to find me. But they never have to, because handshakes forge honesty and accountability.
Low price, Excellent Service, High Quality. Pick any two, but you never get all three.