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sent in my iPhone and no response from Verizon


I need to find out how to get Verizon to respond to my request about my lost iPhone.  I sent in for an upgrade and they sent me an email stating the carrier picked it up but now no response.  I chatted and the agent disconnected and I had a pleasant phone call with someone who said it because of the holidays.   The phone was picked up by the carrier 2 weeks ago.  The best part is the phone was in perfect condition.   Any suggestions on how to resolve this please share, I would be grateful.