Can someone please tell me how to get hold of someone with verizon concerning my bill?

I've got crazy charges on my bill and can't figure out what they're for. How can I get someone to talk to? Chat isn't working. What's up with that? Can anyone help me?

Customer Service:
Dial *611 from a cell phone
(800) 922-0204
Monday - Sunday 6 am - 11 pm      
When you get the phone tree, press 4 and then say Agent.                                       

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