What part of "Our house burned" does Verizon not understand?

Couple’s house burns to the ground. They ask Verizon to transfer their phone number to their temporary quarters during rebuild. No can do, says Verizon, but they can have the number FORWARDED as long as the request is made by the couple FROM a phone in the house … that … burned … to … the … ground.

Hold The Phone Via (Networkworld)