Ah, okay. If you called VZW support to get the phone reprogrammed (did they have to reauthinticate also?), perhaps it was something on their end. Don't know why else you would have random lock-ups, and even be identified incorrectly!
I've never remapped the keyboard......so, no advice there.
If you're still having lock-up issues, the only suggestion I have is to clear storage/hard reset, and reflash the stock rom.
Sorry I couldn't be of more help!