Account Balance Zeroed Out 2013-12-21

My wife's prepaid wireless account balance of $293+ was zeroed out today for some reason.
Calling either of the customer service number provided only results in prompts to add money to the account, and of course, nobody uses their phone on the weekend, so there's no humans around.
Why did I think this would never happen sooner or later with Verizon?

I figured I'd come back with an update.
I have two phone accounts, they both are on autopay, and they both draw payments from a single Amex account on the same day of the month.  This never caused a problem before.
The theory is that Verizon submitted the two transactions to Amex so close together that Amex considered them duplicates.
This is plausible given the fact that two "pre-authorization" transcations hit the Amex account, but only one ended up being paid.
So I've moved up the payment date on one of the accounts.  I made a manual payment to restore the account and Verizon has said they will restore the funds that expired; hopefully that will occur in timely fashion.

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