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New Agent Assist fee for making a payment arrangement over the phone

What is the justification for Verizon's new policy of charging an agent assist fee of $7.00 for making a payment arrangement over the phone.  I have been a customer for over 15 years.  It seems in bad taste that Verizon would do this especially since a customer requesting an arrangement most likely has a financial difficulty to begin with.  Just adds salt to the wound.  I needed to modify a promise to pay that i had set up on line.  Therefore, i had no coice but to call.  Fortunately,  the agent  waived the fee.  What about the poor customer who is computer illiterate?   It certainly doesn't  seem that customers are the part of Verizon.

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