After the 4th time of calling and loosing Verizon representative on 04-06-2013, I spoke to Katharine regarding some issues with my bill.
I do not know the last name of this girl or woman, but she did a good job in accommodating me. The other to " gentlemen" vanished via unknown mystery. I suspect they did not know what to do or just were lazy.
My accolades to Katharine. I wish I asked for her last name. She was wonderful and knowledgeable