Who I have the same questioned this topic

Dear Verizon,

Please coach your phone and chat support agents about the Verizon My Numbers add on service.  I've spent about 5 hours now between 6 different chat agents, and I'm on my 4th 18 minutes/28 minutes/32-minute hold, waiting for another inept agent to answer.  They just keep pushing me off to other agents and departments.  The last phone agent, that I waited almost 30 minutes on hold to pick up, told me that "My Numbers" is a "3rd Party App and isn't' billed on my bill", despite it literally having the name Verizon, being on your website, having its own FAQ page, and literally being billed on my bill.

Honestly, the amount of money charged for your services, the time and patience your customers are required to invest to get such sub-par service is embarrassing.  If your agents don't know about a "Verizon" service, they should be able to escalate a call or chat, instead of forcing the customer to start over with another long AF hold time with another confused and untrained employee.  I am 0 for 6 for someone, "anyone" that knows how to help me with my VERIZON My Numbers.