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Promise to pay option

Verizon needs to fix their IVR regarding promise to pay. I had a promise to pay that was due the day prior. I got a text stating that I need to make my payment to avoid services.  I was not in position to go set up payment at that moment( I intended to that evening)  so I it gave me an option to do another promise to pay. So I set it until the next day. It sent me a text back confirming my arrangement.  Within 3 hours my phone was turned off. Verizon informed me that a 2nd promise is not secured. I wish it stated that. Or better yet Verizon shouldn’t allow one to set up another arrangement if it truly isn’t honored. This is very mid-leading and resulted in a $20 charge per line.  Also when I tried to call it wouldn’t let me talk to someone. It kept hanging up on me and only options were to pay. I ended up paying it and then when I called back it let me speak with someone.