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cannot make or receive calls

Haven't been able to make or receive calls since Monday morning, spent 45 minutes troubleshooting via text with Verizon. Was determined I needed a replacement.  I told them this was my work phone and I need it to make and receive calls from clients.  Was told by the agent I would have the phone Tuesday by 12pm.  I asked if I could go to a store to get one quicker and  on my text thread he says "you will receive by 12pm Tuesday."  It is now Thursday and I have no phone still and lots of angry clients as I cannot take credit card information via email.  Verizon agents don't care and since I cannot call anyone there is no other way to get someone at Verizon that can actually help.  

Re: cannot make or receive calls
Customer Support

Oh, no! This is definitely not the type of experience we want for you. We'd like to have an opportunity to help. We sent you a Private Message to better assist you. - ChristianP_VZW