I just got a reply to my email, and in their defense, apparently it was the Verizon tech who deactivated my phone without asking my family if they wanted that done. They did try to call as soon as they realized, but it was too late; the network no longer recognized my old phone. It's still annoying. And I sincerely hope the next time we all upgrade, they will remember to tell the Verizon employee not to touch my phone until I can deal with it in person. Grrr.