I'm now thanking and blessing her for saying that. I filed it away in our celphone records folder, thinking I'd never see it again.
That month, Verizon charged us $200 for the 'replacement phone' because they had no record of it showing up because they did NOT TRACK if the return package came back to them. They had no means to figure out what was coming into their return center went with which account! When my husband called to ask about the charge, they frankly said that they had no means to actually figure out if the phone came back, and that while they'd just changed that, it hadn't been in place when my return was processed.
They said just send us the shipping record and they'd take care of it. So my husband sent it in. As a cautionary tale for anyone else that comes into this situation, MAKE A COPY OF YOUR SHIPPING INVOICE before you send it in. My husband hadn't thought it was necessary, so he just sent the original in and they lost it.
So it's now three months later and my husband calls in again to see what the hell is going on, and they said they never got the record and that since we didn't keep a copy of it that we had no proof that we'd done the right thing in the first place. This was so stupid it just... my husband went off on them. We'd done the right thing all along, and here they were treating us like we were trying to cheat them. She finally said that she'd do what she could but that the credit would take at least four days to get through.
We waited. Four days plus the weekend, and today, finally, the credit *did* come through. So we're free and clear, finally. Still, it was far more trouble than it should have been, really. Just.. in case anyone gets caught in the same situation, remember to keep a copy of the shipping invoice.