There is also a $15 for unlimited Verizon to Verizon and 1500 out of network.

Even though his/her's view is negative in nature, spottedcatfish is right, you should know what's out there before calling. For everything in life, be an informed consumer. I think I've been able to pretty much find everything out from the website and just use customer service as a way of confirming information. You should also check the account online after any changes are made. I usually get a letter in the mail about a change as well. With any company with a call center you're going to get good reps and you're going to get bad, just have to take it as it comes and make sure you get what you needed (within reason of course!) Even if you get a good rep, you should still check the changes, after all everyone makes mistakes...