GOOD NEWS, for me, at least. I never did receive a follow up to "Awaiting approval" to follow that CS agent, but I decided to try *611 just one more time. I encountered a very responsive rep named Jo Anne, who in turn introduced me to a very responsive supervisor, Nolan, and within minutes I was given a credit for the EFT. He asked me to return the Home Phone Connect device to my local VZW store, which seemed reluctant to process the return. But they did, and even waived the re-stocking fee because this case was "such a mess." When I returned home, my account balance showed "Payed in Full!!", and this morning I had a confirming email from AccountNotify at VZW.
So thank you B33, as well as Ann154 and all the other folks who responded to my original post. There do appear to be live, responsive, and even caring people somewhere in the bowels of the VZW system!
--cld91711
Glad i Could Help.! b 