Why won't Verizon send me a trade in return box?

Bought a new phone for my daughter and switched her to my account. Submitted a trade-in while purchasing the new phone and they never sent a return box. Finally called and got through to someone who said she would send out another one. Never arrived. Now I get a bill with the credit removed. 

Why won't they send me the return box? Maybe I should I have sold it myself to someone else? 

Re: Why won't Verizon send me a trade in return box?
Customer Service Rep

EH0722, I assure you this is not the upgrade experience we want you to have. No worries, help is here. Let's start by verifying your account via the link below. What name is on the account/ Also, please respond to this private note. 


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