Oh, I know, demographics and all that. It's definitely a tough job no matter how much the rep knows or tries to help. Folks are just used to thinking that reps can change the world, but simultaneously know absolutely nothing at the same time.
Sometimes they know they can't do everything they want them to do and the rep knows his stuff. They just want a punching bag. This happens more lately in any industry. That's why CSR have high turn rates often worse than the food industry turn rates, and those jobs end up being outsourced.
I have the same problem. My bill was taken of auto pay on 2 occasions. the first time I called and paid the bill requested the 5 dollar late fee credited back. the second time it did not auto pay I changed my plan. and it did not auto pay the next billing cycle again. there is never a E mail statement that the bill is late so I did not know that it wasn't paid until the next month . So I called again and requested the 5 dollar late fee refunded and wanted to pay the bill. I was then told that I was a cash only person because the bill was the 2nd time in 6 months that it was late. I was trying to pay that bill and get it set back up with auto pay and the customer service billing specialist person was the rudest person I have ever delt with! She just kept saying that I owed that month and the next bill was due in 20 more days and I had to pay the balance now to secure my account. I was trying to rectify the problem. The next day I called to get another person and complain about the girl who was so rude to me. I have a excellent credit score and never expect to be treated with such rudeness. well let me tell you the next service person was just a bit nicer but still said I must pay by cash only. Im very disappointed with Verizon and am going to drop your service asap. There are competitors who will buy out my contract. you will get your money but I will never use you company again and I will file complaints everywhere I can . Your company seems to forget that 1 pissed off customer gets 10 others not to use your services.
Your last sentence is not true first of all.
Second, you are not turned cash only for making a late payment. If so there would be a bunch of cash only folks. You are cash only if there are bad payments, i.e a bad check or insufficient funds.
Third, your credit score does not determine whether you do or don't expect rudeness.
None of these are verizon issues.
Best wishes at your new provider......which also has autopay policies.