Who I have the same questioned this topic

Recently ordered my upgrade and Verizon failed to include my apt number on the shipping address and device was returned to sender by UPS.  Called and chatted with multiple reps to get the issue resolved. I have no device, I’ve been charged the initial fees on my visa and Verizon sent me an email requesting my old phone to turned in for the upgrade credit. It says delivered on my Verizon when it has been returned to the Verizon warehouse in TX. Verizon keeps saying they sent it to my house and they haven’t. This is very frustrating and nobody is helping me.