My father in law has had the same 3G flip phone for over 20 years. We got him a 5G phone and put on our account and told him to cancel his old verizon account. He is nearly 83. Couldn't remember his pin and his phone doesn't have text. No email on account. So our only option was go to a store (sorry, not taking the elderly to a phone store, this is non essential, during flu and COVID season) or wait until the account cancelled itself after 60 days or so of inactivity. Nice, another $60 for verizon. We had his account number but that didn't matter. It was appalling. The service rep advised "you can complain, because people hate this, but it won't change the outcome. Will never use this carrier.