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Fed Ex lost Returned Device

I upgraded my phone, I was given a return label and box to ship back my old device I upgraded from. Fed Ex lost the package. I went into a Verizon corporate store this weekend to dispute the $550 charge on my account and they stated I needed to file a claim with Fed Ex before they could remove the charge. I filed a claim with Fed Ex and today I was emailed that the claim was denied because Verizon has a agreement with Fed Ex not to file claims for shipment issues. I was told to follow up with Verizon once my claim has been resolved to clear the charge and now I cannot get in touch with anyone at the Tech Support number I was given. I've spent nearly 6+ hours of my time between requesting a return label/box, shipping the item, tracking and filing a claim and I still have this charge. Please provide help with getting this charge cleared.

Re: Fed Ex lost Returned Device
Customer Support

Hello! I'm so sorry to learn that the shipping company misplaced the package that was to be returned back to Verizon Wireless. I know getting a change on your account for that amount can be a bit of a shock. We can always assist with any concerns here. To do so, I have sent you a Private Note. Please respond back to that message. Thank you. -Kevin