On line bill paying glitch

I’ve been paying my Verizon phone bill over the Internet at their website for many years now.  My phone works fine and I’m still getting their paper bills.  I don’t want to sign up for paperless billing, which they have been trying to get me to do to save THEM money.  I guess it is a good thing that I haven’t because for the past three months when I try to go online to authorize payment of my bill their stupid website tells me that Verizon doesn’t offer telephone service in my area and it won’t let me access my account!  So I’ve been paying the bill from my regular checking account’s online billpay service instead.  But I did send Verizon an email asking them what is up with their website and why won’t it let me in.  When they replied they addressed the email to someone else’s name.  So at that point I decided to call them and find out what in the world is going on.  It seems that they have had some kind of glitch on my account that tells them that my phone is in a state that Verizon doesn’t service.  They tried to fix it while I was talking to them on the phone and couldn’t so they had to send in a trouble ticket to their really smart geeky technical support people.  I hope they get it fixed; I don’t like the thought that someone else has access to my phone records (unless they want to pay my bill for me!)