I agree their customer service lacks from what it was when I originally subscribed. Having difficulties with my income has made them much worse, although I have remained in contact with them. In response, they have made it more difficult to pay. I have recently employed a legal firm and will be filing suit in the coming days. It's funny they have in the service agreement not to go to jury trial! Good luck Deb with the BBB, but I expect Verizon in their arrogance will think it's a joke. Perhaps a legal complaint would get their attention.