Verizon is the worst service and they  have no feelings at all . My in laws passed away and I sent the death certificates by email as I was instructed and they didn’t take care of it the account was sent to collections . Now they told you need to take a copy to the store . I did same issue they told me they can’t do anything to deal with collections agency . Now have to come out of pocket they harrasing me and saying they probably had stuff the own that would cover the balance . 
my best is for Att they do take care of their customers