Verizon account system is really messed up

[natvv]

Long story....I became a home wifi customer of Verizon since March of last year. recently I decided to transfer all my 4 voice lines to Verizon from another carrier that I had been with for over 10 years hoping that I can get better services and also a better offer for my home internet service, however it is obviously a huge mistake.

I first tried to place the order with an online chat rep with buying 3 new devices with trade in. After I provided trade in devices IMEI, I got kicked out from the chat. after I logged back to the online chat, I was connected to another rep, had to provide all the information again because he told me he could not find any chat history on my account.

explained what I wanted to him and he asked me to fill out a form for credit check. I filled out the form and was told I need to call credit department for further verification. called credit department and was notified that the online chat representative processed the request wrong and  he need to resubmit the request form as existing customer.

Told the online rep, but he did the same thing again, and after several tries he finally found the correct way to create an other for me. but after I provided all the information including the numbers I am porting in and trade in devices imei, he told me there was an existing order on my account, and he had to transfer me to other department to cancel the order first since it was an incomplete order.

got transferred to another rep, and explained everything again. I clearly indicated that I would like to cancel the old order since it was incorrect and I want to buy 3 new phones with trade ins. after spending 3 hours online, I finally got the order placed and was told that I could still use my old service until I got my new phones activated. however, my old service got disconnected the next morning and  it shows on my account my new Verizon devices has been activated even before I received my new phones. 

when I place the order I requested to drop off my trade in phones to a Verizon store because I don't want my phone to be lost during shipping. went to the store to drop off the phones but was told I have to mail it to the warehouse. checked my account, shows that trade is order doesn't match the information I provided while placing my order. I traded in 3 phones, but it shows on my account that 2 phones will be traded in and the model and imei are not correct. called customer service on 3/18, I was told that I had to mail those devices first and once they are received I can call back to adjust the credit, a return order would be placed and I would receive the label for shipping, and the rep would call me back the next week for follow up.  

waited for a whole week, did not receive anything or call back from the rep, had to call again today 3/26, got another rep answered my phone and told me that the trade in order had been canceled on 3/20 and I had to place another trade in order online. I followed her instruction and created a new trade in order online and chose store drop off. I got 3 trade in order numbers and went to the store right away. I got 3 confirmation emails after after the store rep  accepted  all those 3 phones. I thought the issue was finally resolved, but really underestimated how messed up the Verizon system is. 

checked my account again this afternoon,  1 of those 3 trade ins I dropped off at the store shows  canceled on 3/26. but as I mentioned, I got the confirmation email indicating that the device is in good condition and I will get the credit on my account. addition to that, the previous trade in order that I was told had be cancel on 3/20 shows shipped.  so ridiculous. I never received any shipping label how could anyone ship out anything without a label.  it should be an easy and simple order, just new phones with trade ins. I really don't understand why it is sooooo complicated with Verizon. hope their online chat reps  be more professional, call waiting time not that long, and we can find someone who can really help us when we need help.