Who I have the same questioned this topic

We've had problems with Smart Family. There was a conflict between the Smart Family VPN and another monitoring service we are using. We talked to a rep at the Verizon store who told us we have to take the VPN off and that we cannot use Smart Family at all. However, the restrictions on the line still appear to be working, though there have been some glitches. I have been on the chat service multiple times for a couple of hours at a time to get clarification. Some reps on chat have contradicted what the guy at the store told me. But we always run out of time before I get more details. Each one has promised to mail me answers about this after they research it and not one of them has. Quite frankly the techs on the chat service seem to be pretty clueless. Spending a couple of hours waiting for replies and still not getting a straight answer is pretty horrific.

This is not acceptable customer service.