New Phone Stolen at UPS

I am a new Verizon customer and very frustrated with their customer service at the moment. We decided to switch from AT&T because Verizon has more towers in our area. My wife's iPhone 16 Pro Max shipped a day later than my phone and when the box arrived from UPS the phone was missing. Only the charging cable and paperwork were in the box. We didn't catch it right away until after UPS had left. We immediately put in a ticket with Verizon and after not hearing anything back from them for a couple of days called to find out our claim was denied because they said the phone had been activated. Well, duh, the person who stole it probably activated it. I would have thought they would have froze the phone the first time we called, but apparently not. So we made sure they suspended it after the second time we called. Then another couple days went by without any word from them, so we called again only to find out they denied the claim again for apparently the same reason, because the phone had been in use. So we asked them to compare the phone's activation time to the box delivery time to see if the phone was activated before the empty package was even delivered to our house thinking then they might realize we never had it. By this time we went on to the UPS website and filed a claim and it said the claim is approved, but we can't see the specifics since we aren't the sender. So, a couple days later we call back again and they tell us it still says denied and supposedly they have no record of the UPS claim in their system.

I'm really not sure what to do next. We're on our 3rd or 4th ticket at this point. My wife is still using her old phone on the AT&T network, but since the porting process was started she's not receiving any SMS texts or incoming phone calls on it. It's stuck in some sort of limbo. I'm about ready to send my new phone back to Verizon and go back to AT&T.

Does anyone have any suggestions on what we can do next?

Accepted answers

Verizon_Support

Thank you for those additional details. As the line has not been established ot the account we do not have access to it just yet. Please contact our Sales Team at vzw.com/contactus to complete this process.

-Melissa

All comments

Verizon_Support

I totally understand how frustrating this whole situation has been for you, and that is definitely not the experience we want you to have. To better assist please tell us. Do you happen to have the UPS claim number?

~Maria

tamartin72

Hello Maria,

Thank you for the response. We just called UPS, and they will not give us the claim number. They will only give out that information to Verizon. However, they told us the claim was approved, and as soon as Verizon contacts them, it will be paid. You need to call them at 1-[phone number removed per the Verizon Terms of Service] and reference tracking number ending in 649160. We talked to Mary and she said that Verizon needs to contact them as soon as possible.

Verizon_Support

-Melissa

tamartin72

Just to follow up, we did contact Verizon customer service yet again and filled them in on the conversation we had with UPS, explaining that all UPS was waiting for to resolve the issue was a call from them. Less than 24 hours after relaying these details to Verizon, we received a text message saying the issue had been resolved and that we needed to place an order for a new phone. The next day, we could see on the app that the phone in question was paid in full. We have now ordered a replacement at our local Verizon store. Unfortunately, the same model is now on backorder, but at least the issue has been resolved.

Stuckinmiddle

How did you get this resolved. I have exactly the same issue but via FedEx. Thanks steve

Rac0330

Ordered a new phone on 2 and a watch watch show up on Tuesday I call Thursday they said phone is in the mail be there by 8 no phone wait till Thursday call same be there by 8 no phone call back Monday they said it will be there in a couple of days n phone call back have to eat a week for the lady yo call no call I call back had to go through 4 peeps before an investigation is done so u get a text and said I retired the phone. 20 years with you guys this is how you treat people

Verizon_Support

We never want you to have problems with an order, and we want to make sure we get you a solution ASAP whenever something does come up. We're sending you a Private Message so we can better help.

~Jesse