Small dollars? Like? I am sorry to say but this sounds like one of those situations where you always pay your bill late and call in for a credit on late fees every month, or you dont want to pay service/sales/state tax and you take it out on a poor customer service rep like they have the abilitty to change the way VZW bills their customers all on thier own. Also Customer Service does not equal giving you everything you want just because of tenure, a good Customer Serivce agent is a friendly person who gives you accurate info in a professional way, beyond that they have policy that they have to follow just like anyone else, I wonder if you would be so hard on them if you showed a little empathy for all the callers they have to deal with everyday asking for the same things over and over, Every business owner and worker who uses customer service in their day to day knows what it is to recieve a request that they cannot fulfill, due to system limitations or policy and everyone of them has had to enforce those policies at one time or another yet they cannot understand how anyone would have to do the same with them. 20 years does NOT give you the MOON.