Can't adjust volume

I have a blackberry pearl flip phone and when I try to use the Navigation program from Verizon the sound is so quiet I can't hear directions at all.
I tried connecting it to the bluetooth handsfree earpiece thinking that that would help and it didn't send the sound to the earpiece. It sent other calls to the earpiece but not the navigation voice.
I tried putting it on speaker phone. I try adjusting the volume with the side buttons and I set the volume in the program itself to the loudest setting but nothing works. I went to the sound profiles and set it to Loud and then back to normal but that didn't work. I called verizon and they don't know what the problem is.