Verizon was willing to refund the late fee on reader Steve’s bill, but only if he paid through Verizon’s automated phone system. Steve instead offered to give his billing information to the Verizon CSR to whom he was speaking, an offer that was refused. Steve writes:
I used to work at a call center for a certain mobile provider. I understand exactly what reps deal with. I’ve had my manager tell me I need to cut back on bathroom time. I’ve had them tell me I need to get my calls shorter. I’ve had them tell me I can’ waive reconnection fees. I’ve been there. I know.
