It is amazing how hard it is to contact anyone who can truly help you at Verizon.

When you seem to get an answer, resolution to a problem. It disappears. I too am contacting Verizon in an attempt to resolve an issue. Promises are made and then nothing. When you call back, there are no notes in your file.

One of the issues is multiple call centers. When you call you get bounced to whichever call center has capacity for your call. Each call center can not see notes made by another call center.  It is a never ending circle...I wish you luck!