Verizon doesn't give a crap about anything except raising your bill and making more money. Why don't they bring back service reps who can speak english except using foreigners in other countries?
They do have American representatives Monday through Friday from 8 am till 5 pm EDT. Maybe a little longer. It’s after hours and weekends and holidays that they use the cheaper support options.
you see American support personnel would cost more money, and they want to keep the costs down as low as possible.
Maybe President Trump will make it unprofitable for them to keep hiring cheap offshore help.