Yes, it's counter-intuitive and it's terrible customer service to not explain it, but then, to paraphrase the comedienne Lily Tomlin: They're the phone company. They don't care. They don't have to.

Jane Fonda Shares a Tip for Jennifer Aniston’s ‘9 to 5’ Reimagining (Exclusive) Kathy Griffin chats with ET at the 'Still Working 9 to 5' premiere, a film in honor of Lily Tomlin ...