There are always two sides of any story. The fact is that VZW has the largest footprint and the best service of all the carriers - I don't think the stats would lie about that. That said, you get what you pay for. If you pay $14 a month for service, you are going to get your $14 worth.
I've had my share of problems with VZW, but my problems with TMo and Sprint were worse. Overall, VZW has done me right - and I've done some stupid crap and expected to get jacked up by them - and didn't.
My contract is up next week. My DNA is still as good as any phone out there, better than most, way better.
I'd like to know the entire story by the OP, the whole thing. VZW wouldn't charge you for no real reason - in the last 10 years I've had them, I've never seen them do this. And in my experience as a Federal IT guy with close ties to these carriers federal contracts - charging for no reason just doesn't happen.