verizon wireless Mailed Black Berry Storm 1 phone 06/2010 via Fed Ex and insured and mailed Black Berry Storm 2 , Internet

Around 06/25/2010 I mailed in the Black Berry Storm I via Fed Ex in the box and label that was given to me by Verizon Wireless. Several months went by and I received a bill saying I owed 452.77. I was upset and I went to the Verizon store located on 125th St and 7th ave to find out what was going on. I was told to contact Fed Ex and I was given this tracking number 8752680261162385355. I contacted Fed Ex on several ocassions and they reported that they couldn't track the package. Sometime later I returned to the same verizon store on 125th St to find on what could be done. I asked would it be possible to trade the Black Berry Storm I with the new Black Berry Storm 2. I was told to contact the Customer Service which I did. I spoke to an agent by the name of Arlene from Wilmington,NC and she told me one phone could be accounted for the other phone. This took place around 11/03/2011 and Ms Arlene sent me new labels. I wanted to be careful when sending in the second phone, I went to the post office and insured the Blackberry Storm 2 that was mailed on 11/25/11.          

When I got to the post office the clerk informed me that the zip code on the label didnn't exist and therefore she put the correct zip code on the package. Several months go by and I'm still getting billed so I called a customer service rep and still did not get any solutions. The next bill I got, they sent me to a collection agency and I'm hurt because as long as I was with Verizon, I never missed a payment and paid my bills on time. Now I'm being harassed by the creditors calling me in the am and pm hours. Now the customer care department is directing me to the creditors saying they can't help me. When I contacted the Verizon Recovery department the only thing they told me was the ESN number doesn't match and I was directed back to the Creditors or Recovery, I'm Fed up.  Please Help! Thanks.