Who I have the same questioned this topic

My wife made a Facetime call to Germany. However during the call it seems the wifi dropped and the call just continued on cell phone. 251$ later, which is roughly 2.50$ per minute I learned about it. I have 5 phones with Verizon for more than 8 years but got no customer service helping me out. Not sure how to think about that. Would love somebody from customer service helping me out. After all companies who put the customer first are the most succesful companies. Because there is always another company who would like to have our business.