What's funny is how long Bob goes on with the logical arguments when it has nothing to do with logic, and the CR told Bob that ("that option is not available to me"). The dropdown the CR has in front of her does not include "remove charge for router maintenance". No amount of arguing is going to change that. Bob is arguing with the wrong person. Bob asks for a supervisor. Supervisor says that it's not on his dropdown, either. Maybe they're lying, but it doesn't matter if they're keeping their stories straight and Bob's not threatening to leave Verizon.
johng has the right idea: go argue with someone that is empowered to do something about it.
johng has the right idea: go argue with someone that is empowered to do something about it.