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Never received trade in package

I placed an order online on 11/28 for 2 new iphones with Verizon, and need to trade in my current old phones back for promotional credit. The new phones didn't come until 12/21 (yes 3 weeks), and I then got an email today stating I need to trade in my old phones by 12/28. Then I noticed there was never a trade-in package, no return label, only 2 iphones in the box delivered. No prior instruction either at all on expectations. 

I tried to reach to some live agents to talk about this but call centers are closed on 12/25 and 12/26, and I have to wait until tomorrow morning to get a return label?? I tried online and it says will be delivered in 5 business days. So how am I supposed to mail by old phones back by 12/28, if my new phones only arrive by 12/21 night, together with all the holiday stuff going on and call center closed?

I will try to go to a local Verizon store to ask for help first thing tomorrow morning, but if anyone has similar experience and resolves it, please help. Thanks!

Re: Never received trade in package
Customer Support

We know it's important to make sure you get your devices traded in, starfallymh. The best way to get new materials is to reorder the trade-in kit. This link will provide you the steps to do so: *Rebecca