u/Aggravating-Bar-9301

Back in 2023, I submitted a claim to replace my device. It had aged out of stock, so they sent me an upgrade. My previous device was a micro sim, and the replacement was a nano sim, so since they were incompatible, the new device and sim came with a new number as well. Well, this current phone has now bricked from damage, so I go to submit a claim. Come to find out that Asurion is telling me that the number to the phone that they sent me doesn't belong to me. Their IT systems are saying that my number has a different name attached to it. So I can't submit a claim online because their system wont accept my Verizon pin as valid for that mobile line. I can't submit one over the phone for the same reason. I eventually get them to coordinate with Verizon to verify that my phone is my phone, and they push me over to someone from their Customer Solutions department. He tells me that he's going to coordinate with IT to get it straightened out. He has me on hold for so long that the call drops to the automated message menu as if I had JUST called them. It has been several hours across 3 days, and the problem still isn't fixed. I don't know why this is such a problem, or how it happened. They've never been this difficult before, but now things are impossible.