I had much the same problem after being a two-decade-long loyal customer - so frustrating! I feel like the hours I spent on hold with them was basically a kidnapping I couldn't go do anything else and was afraid to hang up and have to go through it all again some other day
If Verizon were to make the website fully functional the need to call would go down dramatically. Most all the time, 90%, I call them only after the website failed miserably. The website is a mess; it looks pretty, but functionally, it's a zero.
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