I am having this same issue. I contacted Verizon over two years ago trying to disconnect a phone I couldn’t use because it was broken. I was told I couldn’t until the phone was paid off. Verizon offered me $140 credit. It’s a slap to the face honestly.
Keiona95, thank you so much for reaching. We want to make sure that you get the assistance that you need. I will be sending you a Private Note for further review of the specific issue that you are having. Please reply to that message. Thank you.