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***Announcement: We’re excited to inform you that we will be merging the Fios and Wireless Communities to a unified Verizon Community with a new look and feel throughout. If you are interested in what specifically has changed, please see the New Revamped Community article under the Featured Topics.***
sent in my iPhone and no response from Verizon

I need to find out how to get Verizon to respond to my request about my lost iPhone.  I sent in for an upgrade and they sent me an email stating the carrier picked it up but now no response.  I chatted and the agent disconnected and I had a pleasant phone call with someone who said it because of the holidays.   The phone was picked up by the carrier 2 weeks ago.  The best part is the phone was in perfect condition.   Any suggestions on how to resolve this please share, I would be grateful.