What in the world is wrong with Verizon's chat support?

I added a prepaid hotspot line to my account recently, but apparently the address the SIM card was sent to was incomplete (missing the suite number for some reason, even though I've had this account and same address for a long time and never had a shipping issue before), so FedEx wasn't able to deliver it. I tried chatting with Verizon to see if this is something that can be fixed, perhaps they can send an updated shipping address to FedEx. Over two hours of multiple agents from different departments trying to sell me stuff, and I just ended the chat after the 3rd agent told me he would have to transfer me to another agent. I tried to be nice the whole time, gave each agent the information they requested, only to be told "oh well we have to transfer you to another agent" after respectfully declining their offer of a free phone or $200 gift card or waived activation fee. Very frustrating and a total waste of time.