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never received trade in package.

I am trading in 2 phones for upgrades.Trade in Packages show a tracking number but that was 6 days ago and the packages havent moved. Every time i enter my submission id it says invalid ,same with my email address. I performed the upgrades and everything online thru my account.. I picked the phones up in store. its been 10 days and i keep getting emails about sending them in. But i cant. Can i go to the verizon store and get this handled. 

Re: never received trade in package.
Customer Support

Thanks for reaching out! We do want to make sure we're taking care of you and your trade-in and putting your mind at ease! Please, send us a Private Note, so we can look at your account and get you taken care of right away!