My friends iphone 5 will not allow them to change their custom voicemail greeting

My friend has his iphone 5 (Verizon) updated to 7.0.3 and is unable to change his voicemail greeting.
When he tries to record a new one and then hits stop, it doesn't actually record it, because he hits play and it plays back the old one.
We've tried these below without any success:
-Switching the greeting to default and then back to custom
-Doing a hard reset of the phone (holding power and home button simultaneously)
-We've tried to dial *86, but when we call we get "Could not complete your call, please try again"
-We've also tried the following steps below (from Verizon)
=============
Visual Voicemail
On iPhone, visual voicemail lets you see a list of your messages and choose which ones to listen to or delete, without having to listen to instructions or prior messages.Note: Visual voicemail may not be available in all countries or regions, or may be an optional service. Contact your carrier for more information. If visual voicemail isn’t available, tap Voicemail and follow the voice prompts to retrieve your messages.
Number of missed calls and unheard voicemail messages appears on the Home screen Phone icon.
Setting Up Voicemail
The first time you tap Voicemail, iPhone prompts you to create a voicemail password and record your voicemail greeting.
Change your greeting: 
1 Tap Voicemail, tap Greeting, then tap Custom.
2 Tap Record when you’re ready to start.
3 When you finish, tap Stop. To review, tap Play. To rerecord, repeat steps 2 and 3.
4 Tap Save.
===========
Any thoughts? Thanks.

hahaha he really is my friend (he's an older guy that's technologically inept). I'm tech-savy (hence why he asked me), but I was unable to get this working. Thanks for the advice, I've told him to go into a Verizon store.

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