Verizon claims trade-in was not in box

[Tiggrr]

I sent an iPad back to Verizon for trade-in credit.  UPS tracking shows the box as delivered.  Verizon claims the box was empty when they received it.  Verizon says they're going to take back the trade-in credit.  They say I need to put in a claim with UPS.

UPS won't let me start a claim since the shipment wasn't on my account - it was a prepaid box from Verizon.

I've been a Verizon customer for 18 years and this is what happens. 

[vzw_customer_support]

Hi! We are sorry to hear about this, it must be frustrating. We are happy to help! For further assistance go ahead and PM us! *Nicki