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Verizon systems are evidently very rigid and not amenable to deviations outside the norm. They should not promise things they cannot deliver, I agree. Had you ordered the phone to be charged to your account and delivered to your address, you would not have had these issues. Or, had YOU gone to the store and bought the phone, you would not have had these problems. Having your brother go to the store in a different state and attempt to purchase a phone on your account is evidently outside the Verizon normal mode of conducting business and you and your brother got caught up in it.