I think it is absurd that Verizon boasts about great customer service. I have made 7 calls for the same issue and all 7 ended with them wanting to call me back. I have zero calls back. Two of these people were "supervisors". The online chat is horrible and it's been unavailable anyway. They do not offer any email addresses. What is the deal? I pay too much to you every month to be treated like this.
The great customer service you're looking for is right here. I'm extremely disappointed to see you haven't received any of the callbacks that have been promised to you and want to make sure you get the assistance you need. I have sent you a follow request here in the forum. Please access https://community.verizonwireless.com/actions to accept my request and follow me back so you can send me a private message with your name, mobile number, and more about what's going on.