Added new line and want to exchange phone...how to get replacement

We added a third line to our family plan. I chose a phone that my MIL did not care for so we followed instructions provided in the package and sent it back. Now I need to get a replacement and have no idea how. Every time I call customer service I can't get a straight answer. We tried to exchange the phone in a store but they wouldn't do that. I am paying for a third line with no phone to use. Anyone know how I can order a replacement phone? My account info online still shows the original phone with the eligibility to upgrade in two years.
Thanks.

It appears then, that the original phone is still "activated" on that line - has your account been credited with the price of the phone? Do you have another Verizon phone (a used one of yours perhaps?) you could activate on that line temporarily?
If you have a tracking number, be sure the returned phone was received and credited - then you should be able to purchase another to replace it. You can always purchase from ebay, or use a friends' phone or one of your old ones on the line....

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