BB Bold 9700 :: No Voicemail Notification Alert Icon

My husband and I both got the 9700 this past weekend. Mine works great but unfortunately, his voicemail notification does not work. We've tried adding visual voicemail, removing visual voicemail, adding it again, removing it again, resetting to network with Customer Care. My husband doesn't even care about VVM. He just needs regular voicemail notification. And yes, the voicemail works properly and the notification has worked perfectly fine through the years on his 8900, his old 8320, his old Pearl, etc.

Yesterday I called Customer Care and the CSR rep said all we had to do was go to the home screen --> hit menu --> scroll and click on messages --> hit menu --> scroll and click on voicemail setup --> scroll to notifications --> choose ON, then save or done. Sounds simple enough. Unfortunately, when I followed his steps and went to the home screen and hit menu, there is no "messages" in the menu. If I go to the messages icon, I can get to message alerts for all messages but there is no voicemail setup.