I don't dispute that.  The issue is that the CSR's have the same responsibility, actually more, to read, use and understand the Customer Service Agreement.  The problem arises in the interpretation of that agreement in a particular circumstance.  Verizon has the responsibility to train their CSR's (chat, phone or in person) to interpret the agreement and apply it appropriately.  Verizon fails when different answers or solutions are furnished by different CSR's and the customer is left out in the cold.  Verizon wrote it, and they should understand it.