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Trade-in status never change!

I recently upgraded my phone by also using a trade-in promotion. I shipped my old device with a UPS return label that was provided by Verizon on June 18th and the phone was delivered on June 24th. However, my order status does not proceed at all from "trade-in initiated". I have received two emails so far saying that I need to ship my device right away to have the promo. 


Is this normal that the status never updated? I understand they take some time to proceed with the received device but why the status itself never updated at least to "shipped." I called Verizon customer service three times but no one really knows what is going on and just told me to wait. 


I am not sure whether it is helpful but my submission id is 200282943230840.