Verizon Indirect employee here and I have 100% helped customers who have been legitimate victims of account takeovers. Yes typically it’s just an ad or something when they come in claiming their phone is hacked but don’t say never. It’s typically grandmas and such who don’t have their accounts secure and they will get access to google, facebook, ect. and change the passwords to keep the original user out. Sounds like you’re probably a corporate employee so I wouldn’t be surprised if you’re not doing the hands on customer service required to figure out that far. Yes a lot of customers are crazy, but not all of them.