Samsung S5 will send texts but wont receive them.

My s5 wont let me check voicemails. Called VZW and they stop helping. Called later and 7 months later still no help. Well I called again and they did stuff but now it won't receive text messages. Sends without problems. I never deleted or disabled any app. Tried resetting preferences and tried soft reset. VZW wont help me due to incompetent individuals not calling back. I am thinking may be a hard reset but wanted to ask before doing so. System is not rooted

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