Trade in device lost by UPS

[kijiyou]

I dropped my trade-in device at 10/4, but no update until now (11/22) on delivery status. UPS office lost my device.

However verizon representative cannot resolve this issue, and they said I need to contact UPS direct. However the tracking generated by Verizon, and I cannot file a claim, and nothing to do. 

[Frustrated1031]

My question to you is, are you sure it was UPS and not Verizon shifting the blame to someone else? This has been our experience, while dealing with our device and account being hacked, they were able to verify that the account was hacked but Verizon is pushing the blame elsewhere and I am having to pay to fix their mistakes. Unfortunately what happened to us is they wanted the device back and they wanted the money for the device. Good luck, I hope they are able to help you.

[vzw_customer_support]

We are sorry to read that you had this issue with your trade-in. What was the issue you had filing the claim for the lost package? Do you have the tracking number?

~Freddy

[kijiyou]

My tracking (1Z2E7W599011326905) is still “On the way” from 10/4, and no updates until now (11/23). It is most likely missing in the UPS. However Verizon didn’t my devices yet even though it is missing by UPS, I cannot get trade-in discount.

[vzw_customer_support]

Thank you for those additional details. What is the error when you try to file a claim with UPS?

-Melissa

[kijiyou]

The tracking number was generated by Verizon. When I tried to file a claim on UPS, it said I cannot do it since the account number for the UPS tracking is not associated with mine. 

[vzw_customer_support · Accepted solution]

We appreciate the additional details. To better assist you, we will be sending you a private message.

~Freddy

[kijiyou]

Customer service can figure out my issue, and got trade in credit back.