UPS lost two trade-in phones & Verizon is not helping

[fitnessgio27]

As I have seen from other members of this Verizon Community, I too am having issues with Verizon because UPS lost two traded in devices. I traded in three phones; each one was traded in for a $1,000 off promotion towards a new iPhone 14 Pro. Verizon gave me a QR Code for each phone and they were to a UPS Store near my house. One of the phones made it to Verizon and I was credited for that one phone, the other two were never scanned again after dropping them off at the UPS Store.

I visited the UPS Store and they said I needed to contact UPS directly for any issues. I then contacted Verizon to let them know what was going on and I contacted UPS with Verizon on the same line and were able to have UPS open an investigation on both packages that are missing. UPS said it would take a couple of days for them to give me a response on the investigation and to provide a claim number if they are unable to locate the phones. After about a week UPS contacted me again and they provided me with two separate e-mails regarding a claim for each phone because they could not locate either phone that was lost.

I then started contacting Verizon because I could not make the claim because I am technically not the sender or receiver of the UPS package. I have called several times and have been told that I would be contacted later by someone from Verizon that deals with these kinds of investigations (I have not been called back). Today I contacted Verizon again about the same issue, which every time I call Verizon I have to give the same story from the start because nothing is in the system saying what happened even though I have some type of ticket / case number from the original date that I called when we started an investigation through UPS. While speaking the Customer Service Rep. today, I had to explain the story several times because she could not understand that UPS has concluded their investigation and is providing "claim" paperwork to be reimbursed for the loss. The Verizon Customer Service Rep. said that there is nothing else for me to do, Verizon will work on the back end with the claim and she will call me back when the promotion expires on my account to see what the next steps are. I kept reiterating that UPS has given 15 days from the day they sent me an e-mail about the claim to make the claim, but she continued that we would have to wait about a month for the promotion to expire on my account to see what they can do for me then.

I honestly feel that I'm going to be stuck with the bill of the two new phones that fell under the promotion after I did exactly what Verizon told me to do. I used the QR code provided by Verizon to go to the UPS Store and turn in the phones, I continuously checked to see if the packages made it to Verizon,  two packages did not and immediately contacted UPS and Verizon, created an investigation at UPS, UPS concluded their investigation as they cannot find the package and provided claim paperwork and every time I call Verizon I get the run around. Even though Verizon is saying that they will be providing me with the best customer support & service, it doesn't feel like that right now. It doesn't make sense to me that I haven't stopped doing what I can do so that I can receive that promotion and now it's at the final stage for Verizon to be reimbursed by UPS and there is absolutely nothing I can do about it.

[vzw_customer_support]

I have read your post and I want to help you, I will send you a private message to continue there.

>Steven

[fitnessgio27]

Today both  promotional credits were removed from my account, even after I've called customer service and used this online system to speak to someone about the situation. This is getting to be quite frustrating and whatever each customer service rep says they note on the account, you continuously have to explain it to the next person and hear the exact same questions all the previous customer service reps have asked. Today when I spoke to customer service, I was placed on hold for a long time while they called UPS to get more information on my lost packages (information I have and have provided to Verizon in the past), then the call dropped. That customer service rep called me back and transferred me to a supervisor. The supervisor spoke to me asking for the same information and has to also call UPS to get further information, after waiting approximately another 10 minutes, the call was dropped and I haven't been called back yet. This process has been extremely frustrating.  I feel like this is done on purpose to try and stop the customer from resolving a matter which involves monetary value, now I'm responsible for the $2,000 promotional credit (I was supposed to receive that from sending in two trade in phones). Verizon has been of no help in this situation and I can understand why from a business stand point, they have nothing to lose because the $2,000 responsibility has been transferred for me to pay meaning that Verizon does not lose anything, other than possibly a customer.

[vzw_customer_support]

fitnessgio27, we're so sorry to hear about the ordeal you've gone through while trying to get your device trade-in credits applied to your account. We value your time, and want to make sure we provide a resolution to your concerns as soon as possible. To better assist, we'll be sending a Private Note.

~Izzy

[vzw_customer_support]

fitnessgio27,

We are simply checking in as we do not want your concerns going unaddressed. We remain available to assist you with looking into this concern in hopes of finding a resolution.

-Colin

[fitnessgio27]

After calling Verizon this morning and having the call disconnected multiple times (including, with a Verizon supervisor) and not being called back, I called again and requested to be transferred directly to another supervisor. That supervisor actually listened to my concerns and addressed them accordingly. I will not say that my case is completely resolved yet until more time has passed by.  For now I don't need any further assistance unless the issue comes up again. 

[vzw_customer_support]

I am very sorry it has taken so much work to make progress, but we are happy to hear that it has. Please let us know if any other concerns arise, we are herre to help.

-Colin

[n9g_ceu]

I traded in two devised iPhone 8 and iPhone 11  for two new iPhone 14 and used the boxes provided for shipping.  The packages arrived at Mesquite, TX facility but missing (stolen) one day later.  UPS said the empty carton was discarded and will notify the sender (ethnically Verizon).  However, Verizon insisted that I failed to send the devices and will revoke the $1,600 credit.  I went through excruciating frustrating experience to deal with customer services.

I have been with Verizon for 12 years, but apparently they do not care losing one customer.  From other Forum, legal remedy may be the only way to get your money back.  Numerous other similar complaints exist.  Some even mention about class action lawsuits.