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Verizon Store stole my iphone

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In November 2019, I upgraded in my iphone at the Verizon authorized store in Tinley Park, IL. A nice lady, Perla, asked me if I wanted them to send the iphone back or I could do it. I took her up on her offer. Matt, the manager (at the time), told me that he personally dropped the iphone off for shipment (Tracking number - 1Z5R17A39014368825). When Verizon receiving department received the box it was empty. Verizon has now charged my account an additional $400+ for this missing iphone. I have spoken with customer service several times and the store multiple times. Customer service states that they can resolve this issue, because the store needs to file a claim against UPS. The account manager for this location (Angela Green) has not completed a ITTS or claim or case file for months and today my account was suspended. Ugh. Please help me understand what I need to do in order to get this matter resolved. 

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