How to avoid bill going to collections?

I've made another post regarding the very distasteful experience with Verizon's shipping and handling department. Regarding this, after visiting my Verizon store I was advised not to pay my bill until my issue was fixed. Additionally, I was advised that there was a sort of "collections hold" available for my bill in order for my credit score to be preserved and not be destroyed by my insanely high bill (to no fault of my own) going to collections.

Is there someone I can contact that's not on the phone as apparently, the financial department is closed for calls? My chat session had a wait time of "a minute or less" but last time I checked, 10 minutes is not "a minute or less".

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