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Why is customer service so awful with Verizon?

Why? Why every time I call it takes 20 minutes to speak to an actual human. Then when I do get a person on the phone they are incompetent. Tonight the woman actually did resolve my problem, sent me an invoice to pay to have my new phone shipped and when I opened the invoice the shipping address was wrong and couldn't be changed. When I called back about this issue I had to wait another 25 min to speak to a human and then this person had NO idea what the women before me had told me. She then proceeds to put me on hold for 20 min so she can be done her shift for the night at 9pm and leave me on hold. UNACCEPTABLE CUSTOMER SERVICE. People are paying hundreds of dollars per month for your service and this is how you treat them? I cannot wait to pay off my phone and switch to ATT and NEVER LOOK BACK.