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Hello there. I hope this response finds you having an excellent weekend. We appreciate your business and your loyalty for the last 20 years. It is always our goal to make sure that you have an excellent customer experience every time that you interact with us. Receiving a bill that is higher than normal can be very disorienting and I apologize that you didn't find the assistance that you needed when calling in to customer care. You made mention of the fact that this call was not made by you. Was it an incoming call that you picked up? When you talked with customer care, what did they say?
Here is a link with the various ways to contact us: https://www.verizonwireless.com/support/contact-us/
NicholeK_VZW
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