RobinD - Have you ever actually tried to call that number?  Here's what happens:

"Welcome to Verizon wireless, press 1 for english"

okay no problem.

"Please enter the 10-digit phone number your calling about"

that's easy.

"To make a payment with a PIN press 1, to pay with credit card, press 2"

no, that's not what I want to do...

From this point forward, there is nothing you can do to reach customer support.  If you don't do anything or press zero to try to get to talk to person it says "we're sorry you're having trouble, goodbye" and hangs up.

The only way we've found to even talk to a customer service person is to not enter a phone number at all and then hit 2 to "activate a device".  Then we are subjected to explaining the same thing to 4 or 5 different CS reps and none of them are any help.  Every time we call it's as if no-one knew that we were having a problem and we start over from scratch.

Verizon should be embarrassed that their support is this bad.