Verizon does have the customer's interests in high priority. High bills and huge airtime charges do not create customer loyalty, as I'm sure you'd agree. That's why they provide multiple options for checking your usage; MyVerizon, # codes, MyVerizon handset, and calling customer service. But it seems you want everything handed to you, and that's never going to be the case. Verizon is in a business to make money. So yes, they do benefit from customer's going over their allowance and paying for it. But this by no means is their sole revenue source, it's not even their biggest. They benefit more and make more money from customer's who are loyal and keep signing contracts.

Verizon puts you, the consumer, in control of your account. It's not a burden, it's your account. You control it. Some people just choose not to be in control, either because they don't want the responsibility, or because they're too lazy and want it someone to do it for them.

If more customer's utilized their self-serve options for usage (#MIN, #DATA), balance and payment info (#BAL, #PMT) or to make calling plan/feature changes via MyVerizon then it would cost less for Verizon to run it's call center business. That cost savings can then be utilized somewhere else; to get better devices, improve the network, new features, lower price plans..etc etc.

Change starts with you, my friend. You're in control.