I've had one of those also. I scheduled a payment on their web site for a specific date, and just assumed it was paid. Then I got a notice that my payment was overdue. So I did the usual call getting bounced around to four different people, spending an hour on the phone. Finally a woman said she worked with the web site and for whatever reason the payment never went through. She said to just enter it again. I asked if I would be double billed and she ASSURED me that would not happen and that she could "see" what was going on. Like a fool I paid again on their website and then 2 days later a double amount was withdrawn from my checking. Nobody I called really cared what had happened and told me that I was now paid up for two months, not that I wanted to pay two months in advance. These people are either incompetent, live in an alternate universe or are very poorly trained. I don't think Verizon is spending their massive profits on training employees or providing better customer service. I don't believe it is the employees fault--I blame it on management of Verizon which apparently sucks.