International calling

I am getting a text message that reads " our plan is not eligible fro International calling. Contact your account owner to view available International Plans".

First of all, my plan includes international calling to Mexico. My husband made sure we got this plan upon signing in with Verizon since I have family there. 

I never have any problems making calls to Mexico, except for only one particular number which I am dialing the exact same way  I do for any other number in Mexico. We have contacted Verizon twice via Chat, and still they haven't been able to fix the problem. We tried calling the same number from two different phones without any luck. 

The current situation around the world is very stressful, and on top of that I cannot contact my relative to check on her. I know the origin of the problem is Verizon otherwise I'd be getting a recording message from Mexico's phone company.

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