update: well i called 2 more times, and on my 4th time talking to someone, they did it.
I told them that I had started a new job and we were unable to take our phones inside near sensitive equipment, so they were having everyone use a new voicemail service so that we could still receive messages on the computers. of course that is all a lie, but it worked- he said no problem, I asked multiple times if it was conditional and there would be no charge- he confirmed.
