What is up with the device trade in program?

I requested shipping materials twice now and have not received.  The call-in is ALWAYS busy.
Can I just go to the store?

    I'm sorry for the delay in receiving the shipping materials from our Trade-in department, BAB0415. I want to make sure you are able to take advantage of this offer. You can visit your local corporate Verizon Wireless store to receive the trade in value as long as your device meets the eligibility requirements.
AndreaS_VZW
Follow us on Twitter @VZWSupport

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