Verizon Account Breach, Security password ignored, Changed account, Internet

First I want to say Verizon was quick to correct their mistake, However a HUGE mistake in my opinion was made. My step son who has a cell phone on my plan along with my husband and daughter, had completely destroy his phone (13yr old boy), his upgrade is not available for another month (Already used his insurance) He was told that he would have to take the consequences of not taking care of his things. Here's where it gets tricky. His biological Mother wants him to have a phone, but doesn't want to buy or put him on her account. So, instead she "found" his old phone that we reported LOST last year (interesting?) and decided to call Verizon to activate this phone. She IS NOT on our account and WAS NOT given permission to do so. 

We have had a Code number for us to use when wanting to access our account, which I am asked for EVERYTIME I call Verizon. However, she called and gave her name (which is not authorized or even noted as ever called before!) She then requested to have this phone activated. After receiving texts from my stepson letting us know that his mom activated his phone and that we could "get ahold of him now" I was CONFUSED? How could this be? She probably has the social security number associated with the account, but while speaking to the Verizon Rep he did confirm that she was not asked the code number. 

Okay, OBVIOUSLY, Verizon slipped up. However, if it was just as simple as that I wouldn't be writing. The rep was MORE than apologetic completely taking responsibility for this breach of security. Then he explained that since the phone that was activated was not a Smart Phone his Data Plan was removed and when and if a new Smart Phone was activated the line would no longer have unlimited Data! If anyone has a teenager, you know the unlimited Data Plan is PRICELESS. I requested that everything be returned to the way it was before "she" called. Well, it's never that easy. Apparently it has to be "requested" and "approved"???!!! 

Seriously? Requested and approved? To me that sounds like there is a small possibility that it COULD be denied. Although this is frustrating, as of right now it seems Verizon is correcting it's mistake.

So, my question is this.... Since she knew she was accessing an account that doesn't belong to her and basically didn't care that our costs would be raised upon his getting a smart phone (Verizon confirmed they explained this as it is policy since change in unlimited Data) is it considered a reportable crime. At least to have a record (as this isn't the first time we've had to deal with kind of Trickery and Manipulation" I feel it was done with Malicious intent, simply because she doesn't want to have to buy him anything. I don't feel it is identity theft, as she didn't claim to be the account holder. Is it illegal to access an account even if the Company allowed it? Seems to me like Virtual Breaking and entering?

Or do I have to pursue a complaint against Verizon first to pursue her?