Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or help you resolve your issue.
Welcome to the Verizon community. You may or may not know that the Private Mail (PM) is found in the envelope directly below the community search feature on the top right side of the screen. If you have new mail it will show gold with the number of messages waiting. Yes Verizon does monitor these "pocket replies", and they are notified when a moderator leaves one.
Again let me say welcome to the community, from a satisfied long term FiOS customer.