[cynwoody]

She should have figured out right away that he was confusing his log-in password with the billing password and explained the difference.

Reading the chat log, I failed to pick up the problem, and I am a Verizon customer. A few times talking to a Verizon rep, I've been asked for the last four of my SSN. I have to remember to give 0000. That's because, when I first signed up, I didn't want them storing my SSN post credit-check, and they complied.

However, I don't ever recall being asked for a "billing password". Maybe that's because mine is still the numeric 0000. Perhaps Pranaya set up an alpha one at some point and forgot, then got confused by the word "password".