Trying to get a replacement for defective phone

I ordered a Moto E5 Play on 22 Aug 2018. I picked it up at the nearest UPS location on 27 Aug 2018. I'm not even 100% sure when I first initiated contact regarding double images on the top bar of icons (WiFi, Battery, Clock). I have been told on more than two occasions that I would be getting a replacement phone. In fact, it was supposed to delivered today. I did not get it. After further inquiries, I found out that I was lied to and the I was given for Location and Order number were the actual numbers for my original orders.

I am sooooo disappointed in Verizon and I have argued and belittled to the point that I am just tired. Why should anyone have to go through this to get what they paid for.

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