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UPS lost my returning phone and I am paying the price even though I have insurance

So I paid for Verizon's insurance and asked to send me a brand new phone because I old phone crashed. I sent the phone back on time with the prepaid label, then months later , I get a notification saying that Verizon has not received the device and UPS has lost my package.

I immediately go to Verion office in El Cerrito CA, and spent 3 hours time wasted with 3 agents who couldn't solve my problem. They said my tracking number doesn't match therefore I have to pay for the whole device that was lost. I have been a long 19 year customer with Verizon and as of this moment losing faith in this company. I'm about to consider canceling my membership once I pay off this fee and the left over payment of my new phone. Has anyone got any solutions. The tracking number is no longer in use because I either lost it and it was months ago.

Comments

Verizon_Support

We are sorry to read that you are having issues with your return. In this case, when did you receive the notification that the phone was not returned?

~Freddy

Junboa

Around November 24th I received a notification from Verizon and UPs saying my package went missing and has not arrived. I already went down to Verizon in El Cerrito Plaza, spent and wasted nearly 3 hours speaking to 3 representatives to help me file my claim, gave them the tracking number, didn't work, and said in the end I would have to pay for the missing phone.

So I appreciate it that you guys made the call, but I didn't want to answer and waste my time again trying to find the phone. The payment to you guys have been made.... not happy..... so I'm coming to a conclusion to possibly end my 19 years of membership, once the other phone has been paid.

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