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I finally spoke to a verizon rep named amber. She stayed on the phone with me for 50 minutes, was polite and even gave me her email address and found the tracking number for the phone and gave me that info also. She was the only person who even attempted to find the phone. Everyone else said the phone wasn't returned or the warehouse didn't get the info to verizon. I want to thank amber for her time, patience and excellent customer service (which is rare lately with verizon). (I have used verizon wireless for 14 yrs. ) and she acknowledged that fact. I will be emailing my thanks to her and hope she can forward it to her supervisor. And the credit for the phone shows on my bill already.
