Trade in issue

I received an email from Verizon stating my promotional offer was removed due to them not receiving my trade in phone. I have proof of delivery from UPS. I called and sat on hold for 45 min without anyone picking up. I can't sit on the phone all day. I came on here and saw more than 20 posts about the same thing. How can Verizon keep doing this to customers?

Re: Trade in issue
Customer Service Rep

Hi, there! Thank you so much for the message. You've reached Anna from the Verizon Wireless Support Team, and I'd be glad to help you out today! Sometimes, the system will reflect that we haven't received the device for a variety of reasons. That said, if we did receive it, we will be able to locate it, and this issue can be easily fixed. Please send us a Private Note for further support.