Verizon can't find my account!!!

[J2018]

Since January 2016 I have been trying to cancel my HBO subscription and renew my plan.  I can log into my account, I can see my bills and payment history, etc., but when I try to access anything regarding a change in my account I get the following message:

Please contact the Verizon Local Business Office

We're Sorry, we're unable to continue your order at this time. 
Please try again later or contact your local Verizon Business Office for assistance

1-800-VERIZON (1-800-837-4966)

I have called this number over and over and get the same response:  "We can't find your account."  I've been promised that they will look into it and call me back, but I never get a return call.  The last person I talked to said that they would send me a duplicate invoice (never received it) so that I would have an account number that they could look up, but I don't need an account number.   I HAVE AN ACCOUNT NUMBER!!!  I've been paying my bill every month.  If I have no account, where is my money going and why do I have service???  This needs to be resolved NOW.  I've just about had it with Verizon, and will soon be moving to another provider.

[LawrenceC]

This issue has been escalated to a Verizon agent.