Patience can lead to solutions

Re: David Lazarus’ consumer column “$10,000 phone bill and a call for help,” June 10:

Seems to me that the customer, Mark Elliot, remained patient and that Verizon escalated this to a high level in order to correct the situation. Stuff happens. BofA also seems to be party to some of the problems Elliot experienced.

I’m not alone in having been bounced between customer service reps at a company (utility, airline, etc.) that never really got to fixing a problem. One could read this piece today and conclude that the big phone company is a bad guy or conclude that these things happen and when a customer keeps his cool along with a company committed to the ultimate correction of the problem, solutions are possible.

Scott McKenzie, Dean, Technology & Engineering

Fullerton College, Fullerton