All VZW call center calls are recorded. Reps do not have real "extensions". If asked when I worked at one, it was "7447", however that didn't really mean anything if someone called me and later called back and said "I'd like to speak to Scott at Ext. 7447". The rep would have to look at the notes and they could find my VZW email address and contact me. However, if you spoke to an outsourced call center, which is very possible, when I worked at VZW, there was no way to contact them.
I can verify, as well as DroidDOES, and that is, if there is a pending order in the system, no other orders can process until that clears the system. To that, the rep was telling you the truth. I do find it hard to believe a rep gave out his email address though. That's pretty bold. The only thing I ever did was go to the VZW website and sent a text message, which is untraceable, meaning I didn't really want a reply back from them, nor was I supposed to. The only time I really can remember doing that was if they were driving and needed a phone number or a confirmation of something.
I wish you the best in your pursuit and hope it all works out.