Help. I've called Verizon and chatted with them in their online chat. I'm not given any information and simply told they've escalated. I don't know what this means. Im a customer of over 20 years and now when I have an issue, no answers.
I bought a new iPhone and traded in my old iPhone XR. The trade in value was great. I used the pre paid UPS label to send my trade in phone back. I took a picture of the box as I dropped it off. The box was scanned by UPS. Now it says the package is damaged and can't be delivered. It appears UPS damaged it and discarded it. I tried UPS and they won't talk to me. I'm not the shipper. Verizon removed the promo credit and I'm at a loss. Chat agent just said "don't worry, it's documented on your account.". This isnt helpful and provides no resolution, after they ignored me. Phone agent says it's been escalated. That was last week. Now what? What am I supposed to do?