Trade in kit never comes

Isabella6
Newbie

we ordered two iPhone 16 pros and submitted for trade-ins through Best Buy. we picked up our phones the confirmation email from Best Buy said our carrier requires a device trade-in. we have called Verizon two times request requesting them to resend the trade-in packaging materials and they have assured us theyโ€™ve resent them.  Still no trade in kits.

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