Hi ​@Scott70.

Thank you for your post. I am sorry for the frustration with the live chat bot. What you're describing sounds like a "ghost" voicemail notification, your phone's badge shows unread messages, but the network server doesn't have any queued up, which is likely also why your personal greeting isn't applying properly. This is usually fixable with a few troubleshooting steps.

Here are a few steps to try, in order:

1. Force a manual sync (the "call yourself" trick)

Using another phone, call your mobile number and leave yourself a new voicemail message
Wait a minute for your phone to register it
Dial into your voicemail inbox again
Listen to the new message fully, then delete it; this often forces the server to update and clears the stuck "ghost" count.

2. Reset your network connection

Toggle Airplane Mode on for about 10 seconds, then off; this forces your device to reconnect to the network tower and refresh the voicemail connection
Also try turning Wi-Fi off temporarily and making sure Cellular Data is on, as visual voicemail needs a direct cellular connection to update properly.

3. Clear the app cache 

Go to Settings > Apps (or Apps & Notifications)
Tap See all apps, then find the Phone app
Tap Storage & cache
Tap Clear Cache (avoid Clear Data unless the above doesn't work, as this resets notification errors without deleting contacts)

4. Reset notification badges 

Go to Settings > Notifications
Select the Phone app
Toggle Badges off
Restart your iPhone to apply the change

Please try these in order and let us know how you get on.

Thanks,

Marquerita

The iD Mobile Team