Just in case anyone is curious, this never got resolved. I was simply tired of spending SO much time trying to get Verizon to get it right and they simply refused. I will be officially switching carriers in the new year because they have made it clear that their customers are not always a priority.
And to top things off, the Verizon associate who set up my mom's new phone last year went ahead and put the insurance on the account even though I made it very clear that I did not want it. The phone cost $150 (it was a very basic, cheap, smartphone)....insurance deductibles are typically around that same price just to replace a smartphone like that, so it isn't even ethical to put insurance on that phone line!
I wasn't really expecting things to be great (I worked for AT&T for more than 3 years, I know how things go), but the experience I've had as a customer at Verizon for the past two years has been horrendous. Please do better for your other customers.
Sincerely,
Hayley P.
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