Call customer service at 1-800-922-0204 from another phone or *611 from your phone.
I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.
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This platform is an online resolution tool. We work with customers via a message thread to resolve concerns. This is why we encourage individuals to contact us in Private Note when we are needing to discuss account specific information, to keep your information safe and confidential. - ErichC_VZW