Looks like I have fallen victim to this issue as well. Two new iPhone and two new Apple watches were purchased in person at a retail store on 4/9/22 and both trade in phones and both trade in watches were sent on 4/11/22. According to the UPS tracking they made it to Mesquite TX and that was the last tracking info. I have spent countless hours in chat sessions and phone calls with Verizon and UPS. My next stop is the BBB, my trade in's were worth nearly $2000 and we would have never purchased new devices had it no been for the trade-ins. Been with verizon for a long time and this may be the last straw.
@tawilliams1 , I know that even when I shop for new phones that I rely on our trade-in program for the best deal as well, tawilliams1. I would be just as upset if I had done everything I was supposed to for the package to last be scanned in Mesquite, TX. We definitely want to get a closer look at this and see what we can do to help turn this experience around. I've sent you a private note in addition to this reply. Please let me know once you've received it, and we will continue there.-Joseph
Oh no, tawilliams! This is certainly not the experience we want you to have! Our goal is to help you in the best way possible. Can you please elaborate more? Was this for an upgrade or an insurance claim? ~Rachel
I am having the same issue, we just noticed the bill was $50 dollars more than normal since November 2021. I shipped back the iPhone and my wife has been playing tag with Verizon. First she reached out and was told it would be resolved within two billing cycles then today she reaches out again and they were unable to do anything without the UPS tracking number that they provide or the IMEI number of the iPhone 12 Pro Max. Oddly enough I jumped on a live chat with a rep and did some Googling, come to find out this has been a common issue the past year and I was able to get the tracking number. But since it is well past 120 days, the UPS website doesn't show anything. So I assume they might be able to do some black magic voodoo to figure it out.
We want to make sure that there aren't any unresolved issues and that everything is as it should be, kmhartman86. How was the conversation left off when chatting if you don't mind? Looking forward to hearing back.
Currently, in the live chat, I was asked who I was proving that the device was turned into. Which I stated it was being sent back to Verizon. I think the rep was shocked. All in all, the issue still remains.
Well the live chat messed up I was able to copy the messages. Please direct message me so we can get this issue resolved.
Making sure I have the details needed for a lost package is vital. I will be more than happy to assist. Please share with me did you file a claim with UPS?