Verizon Wireless - Failure to Honor Service Contract- Apex North Carolina

I have been a Verizon customer for the last ten years. I've been eligible for a phone upgrade since Nov. 2013 but, since I liked my phone and there was nothing wrong with it, I opted to keep it as long as I could before switching phones. Went to the Verizon store today and was told that they could not honor my upgrade without terminating my existing plan. I have had an unlimited data plan since day one and they now want to terminate my plan and make me pay for a limited data plan. If not, I cannot upgrade to a new phone - even though my account clearly states I have been eligible since Nov 2013 and nowhere does it state it is conditioned with terminating my existing plan. I have checked my account and the only notification of any changes was for an eligible company affiliation discount through my current employer. I also called the main number and was told a manager would call me back....that was over two hours ago!! Unfortunate that they would choose to lose my business, as well as a second line I have with them, versus allowing me to obtain my eligible upgrade and lock into another two year contract. Sad that they do not value loyal customers