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Verizon becoming less customer friendly each day

Disappearing discounts, lousy customer service

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(Photo by Wolterk/Bigstock)

I am a customer who has stayed with Verizon for years, even when many friends have told me I could get much better deals elsewhere. But whether due to laziness, or something else, I stuck with them. But now, even I am ready to leave. The latest is an email telling me they will cut my discount in half for direct payment, paperless billing, even though they got me to do this less than a year ago. No explanation of why.

I became a Verizon customer sometime after the split up of the Bell companies back in 1984. First beginning with my landline, moving on to my cell phone, Wi-Fi, and finally Fios TV. Over the years, the cost of each of these things has continued to go up, but the service was generally OK. To be honest, I was too lazy to look around. I now pay Verizon nearly $400 a month for various services. About a year ago Verizon badly screwed up my cell phone bill, after I got a new phone at one of their stores. I spent about three hours on the phone trying to reach someone. I finally got fed up, and contacted a friend who works for Verizon corporate in D.C. He connected me to their executive relations office. A higher level of consumer response. I was finally able to speak to a human being. While they couldn’t help with everything, they did straighten out the bill issue at the time, and the person I spoke to, Elizabeth, was very responsive. She told me there is something called a loyalty discount for long term customers. That turned out to be a $20 a month discount on my cell phone bill, or $240 a year. I asked who tells people about this, and how long has it been in existence. She said she didn’t know how the company told people about it, or for how long I would have been entitled to it? But going forward they applied it to my bill and also said they could give me a $10 discount for paperless billing, direct payment. That is what they are now cutting in half, less than a year later. 

When I was notified of this cut in benefits by email without any explanation, I again contacted the executive office and ended up speaking with another nice person, Crystal, who said she could do nothing about that, but told me she is getting overwhelmed with complaints about it all day. In the past year I have also had issues with FIOS and through this office connection, found out they could also give me a $10 loyalty discount. I suggest you contact this office and try to get your discounts if you haven’t yet, and still want to stay with Verizon. The email is: [email protected]

After this latest increase, I decided to write this column. First, I wanted to give Verizon a chance to respond, and explain the increase. Once again, my friend gave me an email to reach out to the PR department. The email he gave me was [email protected]. I sent an email explaining I was with the media, and got a bounce back email saying the person is not available but I should reach out to [email protected] or call 224-374-3864.  I emailed and called. I have never heard from him. But I did keep getting bounce back emails from people I hadn’t even emailed. Finally got an email from Michelle Pantina, [email protected] Head of Communications, Atlantic North Market Verizon Consumer Group, M 9735617068, whose office is at 1 Verizon Way, Basking Ridge, New Jersey 07920. Her email said she also wasn’t available I should contact a Chris Serico, and speak with him.  Shortly after that I did get an email from Serico, a senior manager in her office.  He is apparently allergic to actually talking, and insisted I tell him about the issues in emails, and we wasted time with six of them. He finally agreed he would call me in the afternoon. Then he apparently changed his mind, and sent an email response to my issues which turned out to be the same information in the email I was contacting Verizon to complain about. 

I have to wonder if Verizon CEO, Hans Vestberg, knows his PR people refuse to talk to the media even when the person calling says they want to give them a chance to make a reasonable response, or at least give an explanation, about an issue many people are calling the company and complaining about.  

Peter Rosenstein is a longtime LGBTQ rights and Democratic Party activist.

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Literature is my companion

I’ve lived in Russia, Pakistan, India, but books are always home

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(Photo by www.BillionPhotos.com/Bigstock)

People often ask where I am from and I never know how to answer.

The factual answer is straightforward enough: I was born in D.C., spent parts of my childhood in Pakistan and India, lived in Moscow, and later in Jordan before eventually settling in the United States. The emotional answer is much more complicated. Home kept changing. Languages changed. Schools changed. Friends changed.

The only country I never had to leave was literature.

Some children grow up with a single hometown that anchors their memories. I grew up with departure lounges, embassy compounds, cardboard boxes, and the understanding that permanence was a temporary arrangement. Just when I learned the shape of one place, another place arrived. By the time I reached adulthood, I had become adept at beginning again.

Books offered a different bargain. They asked only that I return.

I was too young in Saudi Arabia to remember much beyond fragments and family stories. Pakistan arrived as mountains and long drives. We passed through Abbottabad on our way to ski slopes, the landscape unfolding in a way that felt both ancient and immediate. Even as a child, I found comfort in reading during those journeys. A book transformed transit into destination. The hours belonged to a story rather than to geography.

India deepened that relationship. I remember wandering through bookstores near Khan Market in New Delhi, clutching bags of Lay’s chips and searching for something new to carry home. There was a particular joy in rummaging through shelves without any plan, allowing a title or a sentence to find me first. Outside our house, cows grazed peacefully on the grass, untouchable and entirely unconcerned with human schedules. Street vendors sold samosas that remain among the best food I have ever eaten. The world outside was vibrant, crowded, and overwhelming in the best possible way. Reading provided a parallel world—equally rich, but one I could enter and leave on my own terms.

By the time we moved to Moscow, literature had become less of a pastime and more of a companion.

Winters in Russia bring their own emotional architecture. The days contract. Darkness arrives early. At diplomatic receptions in Spaso House, there were blinis, caviar, Christmas cookies, and annual performances of “The Nutcracker.” Yet beyond the formal rituals of diplomacy stood an extraordinary literary inheritance. To live in Moscow is to feel, even faintly, the presence of writers who treated human suffering and longing with unmatched seriousness.

I found myself drawn to Fyodor Dostoevsky and his insistence that contradiction lies at the center of being human. You can hold faith and doubt simultaneously. You can seek love while fearing intimacy. You can desire freedom and still long for belonging. For someone who already felt different from those around him, those lessons mattered. Literature granted permission to be complicated.

Jordan, perhaps more than anywhere else, taught me that books and places can become intertwined. I think of afternoons in Jabal Amman and evenings near Rainbow Street. I think of traveling through Wadi Rum, floating in the Dead Sea, hiking through Wadi Mujib, and standing in Petra with the humbling awareness that civilizations outlast individual lives. Reading in such places changed the texture of the act itself. The world felt larger, and so did the questions worth asking.

People sometimes imagine literature as an escape from reality. I have never understood it that way.

For me, books did not remove me from the world. They taught me how to inhabit it.

They taught me that loneliness is a universal experience rather than a personal defect. They taught me that identity can be layered and unfinished. They taught me that grief and beauty frequently occupy the same sentence. Most importantly, they taught me that human beings across centuries and continents ask remarkably similar questions: Who am I? What do I owe others? How should I live?

Those questions followed me to college, where literature ceased to be merely a private refuge and became an intellectual vocation. Yet even then, I recognized that my relationship to books differed from that of many peers. I did not simply love reading. I depended upon it. Literature had functioned as continuity in a life defined by movement.

Other people had hometown diners, childhood neighborhoods, and lifelong classmates. I had novels, essays, and poems that accompanied every relocation.

Perhaps that is why I remain skeptical of narrow definitions of belonging. Home is not always a fixed point on a map. Sometimes it is a practice. Sometimes it is a set of stories you carry from one country to another. Sometimes it is a shelf of books that survives every move.

The older I become, the more grateful I am for that inheritance.

Long before I understood my identity, my ambitions, or even the shape of the life I wanted to build, I understood that books offered something enduring. They expected nothing from me except attention. They never demanded reinvention. They remained patient through every transition.

I have left many places behind over the course of my life. Literature, thankfully, never left me.


Isaac Amend is a writer based in the D.C. area. He is a transgender man and was featured in National Geographic’s ‘Gender Revolution’ documentary. He serves on the board of the LGBT Democrats of Virginia. His portfolio is available at isaacamend.com and you can contact him on Instagram at @isaacamend.

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ROSENSTEIN: Vote Susan Stewart for mayor of Rehoboth Beach

She says LGBTQ contributions have shaped town’s character

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Susan Stewart (Photo courtesy of Stewart)

There is really only one clear choice for mayor of Rehoboth Beach, and that is Susan Stewart. She has the experience, knowledge, and clear vision, to successfully lead the city forward. If you want to see in detail what her priorities are, check out her website, www.Stewart4Mayor.com

I have been coming to Rehoboth Beach for more than 40 years and love it. I want to see it continue to thrive, and be the place where people will enjoy living, retiring to, and vacationing. All those factors are important to consider when choosing the next mayor. 

Susan has said, “I will work to preserve the character of Rehoboth Beach while responsibly investing in the infrastructure, financial stability, and community partnerships needed for the future.” She understands it is important to manage growth if you are to maintain a great quality of life, and sense of belonging, for those who live there now, and those who will come in the future. In a conversation I had with her, she said something important to me. She said, “As mayor, I will make sure every resident, regardless of who they are or whom they love, feels welcome and represented at City Hall. Rehoboth Beach has long been a place where the LGBTQ community has found belonging, built businesses, and shaped the character of this city. That is not incidental to what makes Rehoboth special. It is central to it.” She went on to say, “Our city works best when all residents feel heard, respected, and engaged in the decisions that affect their lives. I am committed to bringing people together around shared priorities, and practical solutions.”

When it comes to the city’s financial picture and growth Susan said, “A town’s growth must reflect the community’s values, not be imposed upon it. I am committed to collaborate with the community to preserve the walkable scale, natural beauty, and neighborhood character, that make Rehoboth Beach irreplaceable.” Susan understands investments in the future must be made in a thoughtful way to guarantee the city continues to thrive. This includes maintaining a great quality of life, with clean streets, safe and attractive structures, accessible beaches, and a vibrant commercial district. Every decision made by the mayor, with the Commission, must ensure that those who live here, feel the city truly belongs to them. 

Susan began her career as an attorney, then transitioned into the financial services sector. Her early experience included roles at major banks and brokerage firms, where she developed deep expertise in investment strategy, and client advising. In 1996, she founded her own financial advisory firm where she advised high net worth individuals and families, managing large-cap equity mandates for several state retirement systems and a Fortune 500 company. After successfully leading the firm for 15 years, she closed it in 2011 and returned to the brokerage industry. Today, she is a financial adviser, and senior vice president with The StewartGroup, RBC Wealth Management. Her daughter, Taylor Stewart, is a business partner in their practice. Stewart works remotely from her home in Rehoboth Beach. She holds a bachelor’s degree from Ursinus College; and a Juris Doctor from The Dickinson School of Law, Pennsylvania State University. She is deeply committed to public service, and currently serves on the City of Rehoboth Beach Commission, and has previously served on the Planning Commission, as well as the Mixed-Use and Stormwater Utility Task Forces. She is also a member of the board of trustees for Ursinus College.

With her strong financial background people can be assured Susan will ensure Rehoboth Beach maintains its strong fiscal position. Contrary to what one of the commissioners who is also running for mayor has said, Rehoboth is in strong fiscal shape. It is projected the city will end the year with a surplus of about $1.5 million, and projections are for surpluses through 2031. With her financial background, Susan has the ability to manage taxpayer resources carefully, and has committed to maintaining healthy reserves for the future. She understands any investments must deliver lasting value for residents. 

Susan hopes to engage with residents on important questions like deciding which infrastructure projects should be the top priority; how the city should use reserves that exceed its own requirements; what investments will deliver the most value to residents; and how to maintain long-term financial stability while meeting community needs.  I believe as an experienced professional, Susan truly believes these are the real policy conversations that should be had, and she will have them. 

Since I have heard people discussing another candidate for mayor, Commissioner Suzanne Goode, it is important to recognize she clearly doesn’t represent the people, or values, we have come to love about Rehoboth Beach. I last wrote about her when she tried to have her husband elected to join her on the Commission. She thought that was an appropriate thing to do. If she is elected mayor, will she try to have her husband appointed to fill her seat on the Commission? Rehoboth Beach is better than that. When I last wrote about her, I said she appears to represent MAGA Republicans. Apparently, she cleaned up her Facebook page but it had included attacks on Obamacare, President Joe Biden, Hillary Clinton, and support for Ron DeSantis. That is not who we want for mayor of Rehoboth Beach. 

On Saturday, Aug. 8, I urge you to cast your ballot for Susan Stewart for mayor. She will make us all proud. 


Peter Rosenstein is a longtime LGBTQ rights and Democratic Party activist.

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Pro-trans court ruling does little for Naval healthcare worker

Trump administration should support accomplished service members

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(Photo by perhapzz/Bigstock)

Following the start of the Iran war, many Americans were worried for the first time in decades about a potential draft. When asked about the possibility, White House Press Secretary Karoline Leavitt noted that it was not part of the current plans but that, “The president wisely keeps his options on the table.”

While the Trump administration did not rule out the option to conscript unwilling young citizens, it had no problem alienating willing service members, removing high-ranking female or African-American officers, and banning transgender people from serving in the military, stating that “a history of gender dysphoria is incompatible with the high physical, surgical, and mental health standards required for military service.”

The decision to discharge thousands of service members who have already proven their dedication and efficacy in serving their country, simply because of their gender identity, seems counterintuitive for a nation that has just struggled through a war, a regression toward a long past of discrimination in our military, and a ruling that has been questioned in judicial systems.

On June 1, the U.S. Court of Appeals for the D.C. circuit issued a decision blocking the government from discharging 28 transgender plaintiffs from the military (Talbott vs. United States), calling the policy “animus” toward a politically unpopular group. News outlets reported it as a win for LGBTQ rights, but that hardly seems to matter for the close to 15,000 other transgender military service members who have either already been separated or constantly fear that they will soon be removed.

I interviewed a recently separated transgender Naval healthcare worker for this editorial, who used the initial S. for anonymity and who told me that hearing the news of the Talbott court decision was more bitter than sweet, remarking, “While the recent ruling in favor of trans service members offers fleeting hope, Department of Defense Secretary Pete Hegseth has already announced the decision to appeal to the Supreme Court, where we will likely expect the same outcome as before. Unfortunately, any definitive outcome in favor of trans service members will likely come long after the damage has been done.”

Studies by the RAND Corporation have found that transgender military service showed no significant impact on operational readiness, and according to the BBC, the Department of Defense spends eight to 10 times more on erectile dysfunction drugs than on gender-affirming care.

S. served a critical role in the Navy, as active-duty service members are far more likely to experience mental health challenges than the civilian population, and it doesn’t sound like his gender identity was a problem for any of his coworkers: “Everyone judged me by my ability, not my identity; most of them didn’t know that I was transgender until the separation process forced my public acknowledgement.”

Dedicating years of his life to serving his country, not only did S. lose that dream, but it also impacted his entire caseload of clients. “One by one, I had to meet with them and explain that I was abruptly leaving the clinic and ultimately separating from military service. It was death by a thousand cuts—having to tell people back-to-back, session after session, that I could no longer work with them. Many of them were in the midst of their own crises while I was quietly navigating mine. It was heartbreaking.”

He also spent 11 months in a state of limbo, waiting to be officially separated – having secured a job at another federal agency and beginning to treat new patients, the Department of Defense rescinded its approval, citing that you cannot work at two federal agencies at once, and effectively sidelined a critical health care worker until they could formally discharge S. from the Navy.

The irony of citing mental health standards to remove a Naval healthcare worker in good standing, at a time when many personnel are in dire need of clinical care is notable. To maximize operational readiness, the Trump administration should not turn its back on accomplished service members who hold critical roles in the military.


Tyler Kania is an independent journalist and 2025 IAN Book of the Year finalist.

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