These instructions didn’t make sense to us, but I figured I would include that information in case it helps anybody. They will need to use an account with that shows “name”(Mobile Phone) instead of “name”(iPhone). The Support department said that the person sending the text message may need to change how they are sending text messages. On one occasion, we contacted Apple Support via email. This process has fixed this issue on multiple occasions. It usually takes a period of 24 hours for the deactivation to complete. They can usually send a code to your new phone and deactivate iMessage on their end. If things still aren’t working for you, or you cannot perform the above steps, contact Apple Support. Check to see if you can receive text messages from an iPhone user.
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