John, your comments about Verizon are interesting.  One thing that Verizon 
is doing at least in the Maryland area is that if you are a blind or 
disabled customer, you must call their special services for the disabled 
line even if the issue you wish to discuss is not a special needs one.  And 
whether or not you are a special needs customer is determined by whether or 
not you have a directory assistance exemption or some other perk given only 
to disabled customers.  And if you insist on your right to call the regular 
customer service number, you must give up your exemptions.  I don't even 
think the regular customer service reps have access to accounts that are on 
special needs status.  I know that the Maryland Council for the Blind has 
been attempting to fight this, but I don't know the current status.  The 
problem is that the special needs line is open for shorter hours and has far 
fewer staff members than does the regular customer service line.  This is 
not right.
Harvey