UPS lost my trade in

[Daniel888]

Help. I've called Verizon and chatted with them in their online chat.  I'm not given any information and simply told they've escalated. I don't know what this means.  Im a customer of over 20 years and now when I have an issue, no answers.  

I bought a new iPhone and traded in my old iPhone XR.  The trade in value was great.  I used the pre paid UPS label to send my trade in phone back.   I took a picture of the box as I dropped it off.  The box was scanned by UPS.  Now it says the package is damaged and can't be delivered.  It appears UPS damaged it and discarded it.  I tried UPS and they won't talk to me.  I'm not the shipper.  Verizon removed the promo credit and I'm at a loss.  Chat agent just said "don't worry, it's documented on your account.". This isnt helpful and provides no resolution, after they ignored me.  Phone agent says it's been escalated.  That was last week.  Now what?  What am I supposed to do?  

[JKISF]

Was this ever resolved? I am having the same issue, no one wants to take responsibility lesson learned never use the prepaid shipping label. 

[Salzo]

Spoiler

Same problem here. I cannot get a human being at Verizon. The package is gone. UPS cannot track it because it was apparently stolen/lost in the dropbox itself! Can someone from VERIZON please call me so we can deal with this? I was on hold 3 - no lie - 3 hours yesterday and finally gave up. 

[caitlin3410]

I am having the same issue.  $579.99 down the drain... and they say "oh we'll take care of it..." then at the end of the chat they say, "no tracking, terrible to be you" and end chat.  I am livid.  Please if anyone is starting a class action lawsuit, add me to the list.  Ridiculous.

[Csalas2790]

I’ve recently had same issue. I had two trade in devices and Verizon only received one and the other is missing in action. I’m not sure of what to do anymore, I’ve spoken with different representatives and have received no results. Why should I who has been a valued customer with Verizon with quite sometime suffer for the mistake UPS has done on their part. This is very unprofessional.

[vzw_customer_support]

Csalas2790 We appreciate your loyalty and want to make sure you get the credit for your devices. Do you have both tracking numbers for the returns? -Dolores

[Tjs28]

Can you look into mine? Very odd that this is happening to so many people.. *sarcasm*

[vzw_customer_support]

Tjs28, we are sorry to hear about your experience. Making sure your device trade-in makes it to our warehouse is important. Have you filed a claim with UPS? May we have the shipping tracking number?  -Sylvia

[jeverglade]

UPS will not allow the customer to make a claim

It is Verizons responsibility

[ashleedinsmore1991]

Hey -- did anything get resolved?

[vzw_customer_support]

Ashleedinsmore1991, I know  that I would certainly be waiting for the value of a trade in phone. Each one can absolutely add up and I am sorry to hear that there has been an issue with your shipment. Please use the private message that we have sent to respond. -LorenB_VZW If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[vzw_customer_support]

We definitely want to have your return investigated and see what can be done. You indicated that you have a receipt proving drop off, may I have you send that to me in this secure message please? -Loren

[Lethedream007]

Hello, 

Could you please look into mine too? I sent the device by the UPS prepaid label 10 days ago and the tracking stopped updating 7days ago. I can send you my tracking number. thank you. 

[breakdancerj]

Having a similar problem.  This is ridiculous - I used the prepaid label from Verizon and have the receipt from my drop off at UPS.  UPS shows the items (two phones in 1 package) made it to Dallas Ft. Worth 4 days after I dropped off at UPS, and damage was reported.  I also have an e-mail from Verizon the day after drop off at UPS informing me that my trade ins were with the carrier.  Yet when I go to my Verizon account and look up trade in status, it doesn't even show as shipped.  Both phones were in like new condition when sent, with no damage to them or the package.  I am currently speaking to a Verizon representative on chat and they have been very slow in responding to my concerns.  This entire process has been HORRIBLE and I will never place an order through Verizon by phone or chat or again.  I had these concerns at the onset, and they have failed more miserably than my worst fears.  Separate but related issue - I had to spend over a full day to just activate my Apple watches. which were processed as part of the same order.  I am a physician and this is the last thing I should have to waste time trying to resolve right now.  Also, for any Verizon representative monitoring this - my next step if this is not rectified promptly is to work with a lawyer, and I will pursue not only costs associated with misprocessing my order, but also for the costly lost time I have had to devote to these issues.   I am not responsible for a dime of damage or my items being misplaced or lost by the carrier or Verizon, and demand my full trade in credit be honored.

[vzw_customer_support]

We are here to help with your concerns. Please send us a Private Note, so we can further assist you.

~Maria

[breakdancerj]

Thanks Maria.  I spoke with a live Verizon customer agent by phone.  I apologize if I was too rash in my prior post, but this experience was very frustrating and time consuming.  What I learned from UPS is that their "damaged" designation includes items which were lost.  UPS had already started a claim and notified Verizon several weeks ago of the issue (by letter), and assured me that this loss would be covered BUT that because Verizon was the shipper (sent in their designated package), the claim had to be processed by Verizon with UPS directly.  I literally had Verizon on the other line at this point who initially told me UPS should send the claim to me to process, and UPS informed them that they cannot do that and should be aware of UPS policy which requires Verizon to work directly with them to process the claim. 
Hopefully this can be helpful to someone else if you have to deal with this issue.  As of now, Verizon has their direct number and Verizon informed me they will contact me when the issue is rectified.  I appreciate the help of both agents (UPS and Verizon), but after this experience would strongly recommend going to a brick and mortar store for device trade ins.  Way too much can go wrong with this process and I spent considerable time today trying to rectify this issue.

[breakdancerj]

I am extremely frustrated right now.  I spent SEVERAL hours on 1/20/22 trying to understand why my two phone trade ins had not been received by Verizon.  I provided the tracking number, receipt of an e-mail from Verizon confirming my phones had been sent via UPS, and all requested information.  I spoke with a Verizon chat agent who was not helpful, and then to a Verizon agent by phone.  While I was on the phone with Verizon, I called UPS and learned that my package, which according to tracking, was reported as "damaged" had been lost in Dallas Ft. Worth.  Apparently lost items still go through their "damaged" department.  I was assured by the UPS agent that the cost of my lost package would be fully covered by UPS.  The UPS agent informed me while on the phone with the Verizon Agent, who could hear her (and they conversed back and forth) that because it was sent in a Verizon package, only Verizon could process the claim.  The Verizon supervisor tried to assert that I had to process the claim with UPS and the UPS agent directly told the Verizon agent and myself that they cannot do that, and that VERIZON SHOULD KNOW BETTER because they do business with UPS all the time in this regard and should be aware of their policy.  I was told by UPS that they had already sent notification regarding the claim to Verizon shortly after it was lost, but could e-mail this claim to Verizon if Verizon would provide an address, or the Verizon agent could call a direct line to process the claim.  I provided the direct number for UPS Damage department and was assured they would call and process the claim.  I was told that Verizon would follow up with me to confirm this simple task was completed.  I never received any notification from Verizon that this was done.  Mind you, I spent several hours trying to rectify this situation as a physician who was home with Covid.  My time is valuable and this experience, like multiple other aspects of this process, was absolutely miserable.  Then today, 1/25/22, I received notification from Verizon that my promotional credit for both phones had been removed from my account!?!?!  I am irate and ready to leave Verizon as well as to consult a lawyer - not only for cost of the promotional credit ($1300!!!) but also for my lost time that I spent trying to do other peoples' jobs!  I am beyond frustrated and feel Verizon's customer service has been absolutely horrible.  I have been a loyal and good customer for many years.  To be treated in this manner is beyond insulting.  I am also concerned that something nefarious is going on - I send items all the time and judging by the experiences of others, am concerned that these packages may be specifically targeted due to the high value of contents.  Do better Verizon and please address my issue promptly, as you failed to keep your prior commitment after wasting several hours of my valuable time.

[vzw_customer_support]

We are sorry to know about this situation, we want to maker sure you get the help you need, we have sent you a private note, please continue the conversation on that platform. ~Pam

[rufer33]

Hi there 

I am in the same position as the other posters ,as UPS confirmed with me today  that they have lost my iPhone trade in device. Verizon told me that I need to submit a claim with UPS directly, but UPS told me Verizon have to submit the claim. I am extremely  frustrated as this is the second time I have had issues with a trade in.  If this can’t be resolved quickly by Verizon, I will make the switch to TMobile 

[lg626]

Same thing. Tried contacting via Chat, E-mail, Phone and going in circles. They also told me to file a claim but I can't file a claim for a Verizon return label.

UPS Tracking: *****

I guess I'm out the money at this point and consider my future carrier options.

[villestrong]

Well, it looks like you can add me to the list. Someone above may be onto something. Bad actors know the shape and size of these return boxes and would probably want nothing more than to pilfer them. Worse yet, if that happens before the initial UPS scan (i.e. drop box) there's NOTHING anyone seems to want to do about it. There's got to be a better way! Help! I need that $1000 promotional credit to stick on my account...