You might have heard about this before, as it's an old story, but the saga continues. The main point is that Verizon doesn't understand that there is a difference between 0.002 dollars and 0.002 cents. If you have the time, listen to the phone calls. They are an illustration of frustration.
My favourite quote:
G: [big sigh] Okay, I think I have to do this again. Do you recognize that there's a difference between one dollar and one cent?
G: Do you recognize there's a difference between half a dollar and half a cent?
G: Then, do you therefore recognize there's a difference between .002 dollars and .002 cents
UGH... Sometimes during the calls you can hear the gears turning on the other side of the line... and you feel like they are just about to get it. But they always go back to "get your calculator... 0.002 (cents) x 35,893 (kb) = $71.78.
Pete I think just listening to this will make you angry ... so don't do it at work. I would fear for your coworkers.