That's some really careful wording.
If you call and say you want data blocked they will do that, albeit after suggesting up-selling alternatives. But if you call and say "how can I stop getting these charges", then as the rep said you won't hear about the option to block data.
It's a shame Pogue didn't do a better followup on this part.
The next time you're on the phone, if you get a response that sounds like the CSR has had to say it a thousand times, the truth is you're probably just not asking the right question.
Case in point: at two companies I've worked for, we've had a military discount. But, we weren't able to offer it, even if it came up in conversation. If someone told me "I'm being deployed so I need to make sure my wife can pay my bill while I'm gone," I would have been required to walk him through adding her as an authorized user on the account.
On the other hand, if he said the exact same thing and finished with "oh, by the way, do you have a military discount," then all of a sudden his monthly bill is going to get lower (lowered by a lot in one case.)