Dropped my phone in water. Got a new Phone. MYverizon is saying it doesn't recognize my account so I can't activate the new phone

It's crucial that I have a phone right now. My mother has covid and I need to be in touch with her. I can't get a call or text. I can only communicate through email I guess. The help chatbox says it doesn't recognize my account. Makes no sense. 

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Re: Dropped my phone in water. Got a new Phone
Customer Service Rep

First, I do want to wish your mother well. I know that this is a scary time for everyone. I know you need to get in touch with her and we want to make sure that you can. I would love to help. I have sent you a private message. AmberF_VZW