Lost or stolen order

[luvmypds]

I placed an online order to upgrade my phone.  I knew there was a problem when I tracked it through UPS for 5 days and the status showed that UPS never received the package.  I have texted/online chatted/called 10 different customer service agents.  Verizon determined that the order was lost or stolen 4 days ago and issued me a full refund.  Problem is,  I have gone to my local Verizon store twice to try and get a replacement,  I no longer trust having another phone shipped to me.  I'm unable to get a replacement phone because my line is showing locked because there's an open order. I called,  again,  today and asked to speak to a supervisor,  which never happened.  After being transferred 3 times,  I ended up speaking to someone in the internet orders department who said she would have the order canceled from my account but it would take 24-48 hours.  I got a text notification that the ticket # was updated.  I checked the order tracking again and UPS is showing that they got a request from Verizon to return the package.  How can UPS return a package that they said they never received in the first place??!!! I'm so angry.   If I can't get a replacement phone this week,  I'll be shopping for another cellular provider,  after being a Verizon customer for almost 25 years.  This lack of service is unacceptable.