Yep, I've been in Verizon online account purgatory for awhile now. They merged my mom's with mine and nothing works to reset or restore online account access for even bill pay. I have to push their payment out via billpay. I really need to move that phone number over to voip, I kept the classic POTS line as a type 1 diabetic I like that it stayed on during both NYC blackouts in 2003 and 2012. But now I'm in a fiber only building and that redundancy is mostly moot.