I have been on the phone with multiple customer service representatives just to get the trade in box to mail in my old phone. Employees can not seem to figure out how to ship a box to a address that is different from the one it defaults to. I have been lied to, put on hold for 2 hrs only to be hung up on, and then flat out hung up on. It takes so long to reach a customer service rep, I call on both of my lines in case one drops, or they hang up on me so I don't have to start over and wait another hour. Today alone, it's been 3 hours on hold and I have been hung up on twice.
We are sorry to read that you've had so many issues getting your trade-in packaging tlc240, we will be glad to help out.
From the following link, you can get the information for trading in your device: https://www.verizon.com/od/trade-in#/