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Trade-in iPhone XS Max Pro lost

TSMPverizon
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I traded in my iPhone XS Max pro in October, sent it to Verizon using their shipping box and label and somehow the phone they received is not the phone I sent in. They acknowledged that they received the box. I see that is is a common issue now, specifically with iPhones. Is this a scam or is it a sign of bad customer care. My account is now being suppressed while the investigation is underway from Verizon. My service has been interrupted twice now even after being told that it would be documented that this will not happen. My question is since I don't have my phone and Verizon doesn't have my phone should I make a police report for it being stolen and try and track it myself with Apple? I will also be reporting it to the better business bureau.

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