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I can understand the confusion and frustration.
A good thing to keep in mind with dealing with things like this ($100+) potential credits a representative would have to give it needs to go through the proper process. Any company would not be able to afford giving $500 to any customer who "claims" it is in the warehouse.
Remember that the warehouse is not in the same building, and in some cases (based on location) that particular rep could be hundreds of miles away from it. They are unable to just call downstairs and have them check. They need to file a "Return Inquiry" which goes to the warehouse and they check to see if they received it.
Its also good to have the Return Tracking Number. If it shows as delivered to Verizon Wireless then you can provide that to the representative to prove it was handed off.
