Shipped my trade in phone through UPS, UPS lost phone
syndil0402
Enthusiast - Level 1

I selected to ship my old iphone through UPS.  On May 5th, I dropped off my old iphone through UPS.  UPS scanned my QR code from Verizon.  As of May 22, Verizon has yet to received it.  I called Verizon to find out status and Verizon was able to provide a UPS tracking number.  I contacted UPS and their website for this tracking number shows that it has yet to be shipped.  UPS created an investigation but I'm still on hook from Verizon for the old iphone.  Need help.

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  • Apple

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3 Replies
vzw_customer_support
Customer Service Rep

We are sorry for the issues you have encountered with UPS. Have escalated this issue with them? Do they have any sort of investigation on their end?

~Ivone

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syndil0402
Enthusiast - Level 1

I’ve contacted and submitted a claims to UPS and UPS investigation department confirmed that the phone has been lost on their end.  Ups confirmed that Verizon needs to submit the claims to get reimbursed for the lost phone. Hence it is no fault on me as a customer as I depended on ups to ship my old iPhone. I’ve call multiple times to Verizon customer service and spoke to many reps and supervisors. I had a nice supervisor who really tried to help but I think he just didn’t know what to do. Whereas all the rest of the supervisors said it is my fault for using ups and I need to file a claim and deal with ups myself. Those supervisors said Verizon don’t need to do anything as they are getting paid by me by charging me for the phone. I fine this behavior really messed up and rude. I tried explaining to the supervisors that ups said they have a contract with Verizon and Verizon has to submit the claim. It has been so many months and I have been continuously being charged on a monthly payment for the iPhone. It feels like Verizon don’t care about their customers as they are still getting paid so they see no need to take action to file any claims with ups. Also I had another iPhone that I traded in. Verizon received it and had inspected the iPhone to be full value, but Verizon still charging me for the new iPhone and claiming that I have not traded in old phone. A supervisor had already checked warehouse and that is how I know the old iPhone had been inspected. But Verizon refuse to give me the credit. All in all, it seems like Verizon is a shady company that likes to rip customers money and not take any responsibility. Once all is settle, I will definitely take my family plan of five phones out if Verizon and go with a company that is honest. 

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vzw_customer_support
Customer Service Rep

Having a device go missing in transit is never an ideal situation for any party involved, syndil0402. I see you reached out in May regarding this as well, and we offered our assistance in a private note. We do need to take this to a private note since we will need account access to help reach a resolution. Please be on the lookout for a private note from us, so that we can assist.

-Joseph

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