Verizon review: Order not received in full

I placed an order with Verizon for am iPhone Pro Max. I paid $700 up front and planned to use the trade in of my current phone for the balance. I was notified that my order would be delivered 9/25/23 by Fed Ex and I would need to sign for the package. The package did arrive as scheduled but as soon as I was handed the box I knew there was no phone in it. The box weighed nothing. I immediately contacted Verizon and was assured that I would get my phone or a refund to start a reorder. I continued to follow up on this and spend countless hours with agents. Eventually there was a fraud investigation opened as standard protocol. Again I was assured I would get the phone or the refund. I was notified today that my claim has been denied. I did not receive my phone and I will not be getting a refund. Those are the only options that I was interested in. I have been a long time loyal customer who always pays on time and when I need help from Verizon I am basically told that my issue is not true.