I am so surprised to see these posts.  I've had Verizon service for years and years.  Also had occasion to do business with the "other" big company.  There is absolutely no comparison in the customer service.  I've had lots of occasions to contact Verizon customer service for technical and billing issues.  Have always been happy with the results.  Maybe it is the representative or they have training issues.  I would escalate to management if I had these kinds of problems.