Kaliaila, we would like to apologize if the previous customer service experience upset you, the last thing we want is for you to have a negative impression of us. Please keep in mind that the links we send are intended to provide answers to your concerns and any other inquiries that might arise in the future. This format is also great since it allows other community members with a similar problem to click on the link to gather more data/details. Please keep in mind, that if the link stops working you can always look up the FAQs through our web page: vzw.com. However, Verizon Wireless always strives to improve and your feedback is greatly appreciated. Thanks for your time and patience.