I have been dealing with Verizon on my Phone/TV/Internet service and separately on cell phone service.
I have found all over Verizon there are many internal discontinuities with regard to many kinds of information, such that I often find the left hand does not know what the right hand is doing.
Example: I have my cell phone bill set to pre-pay via a debit card. And that fact is definitely in their system, because they never fail to get the money out of the account. Yet, beginning a few days before my payment is automatically made every month (which, the date, is in their system also), I will start to get text messages that my service could be denied, in 4,3,2,1 day if payment is not received. The left hand does not know what the right hand is doing.
Example: I have had multiple occasions in recent years when for some strange reason a section of the state wherein I reside will lose the ability to make long distance calls out of our area. Invariably, through multiple layers of “customer” and/or “technical” service contacts, everyone would say they had no awareness of the issue, and yet, with my persistance and tenancity over the course of some hours each time, I have eventually gotten to an office that would say: “Yes, we know we’re working on it”. The left hand does not know what the right hand is doing.
They disconnected 5 phones while my husband was having major surgery - the credit they owed us wasn’t posted -They even had it documented that I would not pay until the credit posted.