Who I have the same questioned this topic

I traded in my iPhone through Verizon's trade in program in August to get there promotion. Verizon sent me a box with shipping label  to send my iPhone back to them through UPS.  We sent the iPhone back in the box that Verizon   provided us with paid shipping. I called Verizon to see if they received the iPhone which one Verizon staff said they did.  So I was thinking everything had been resolved until I received my bill showing I never received their promotion.  I called Verizon several times after that spending no less than an hour at a time with no help.  UPS lost my trade in phone and I can't file a claim. It needs to come from Verizon. Verizon tells me I need to go to UPS to resolve it.  I regret going through Verizon. It's been nothing but wasted hours on the phone with no help.