I am no longer calling Verizon but will pursue legal actions include compensation for the time spent on hold with Verizon and being told incorrect information.  Looking for other people to respond with the same issue. At this point Verizon has stolen my phone which is now devalued without any communication.

If what Susane stated is truly the reason for your delay (I doubt it), then that should have been communicated when they received the phone at which time they should have returned the phone.