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Trade in phone lost


I did a trade in for my iPhone 8. The phone was sent via UPS prepaid label & box provided by Verizon. It was shipped with Phone and reached Verizon return department on 5/9.  Please find the status below in the screenshot. The status is mentioned as Expected device matches received device. I was waiting for last 3 weeks. When I contacted the customer care on yesterday (5/16), they were telling the iPhone is lost. They have created an ticket [removed]. I am a regular customer of Verizon since 2017. I never expected this kind of irresponsibility from Verizon. The device was sent correctly and it might have misplaced in Verizon return department. Can anyone provide solution for this issue? Can anyone please provide Verizon Escalation department contact details?




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