Here's the story: I bought a new phone in store on 11/3/22. The old phone was traded in and was boxed up and labeled by a Verizon employee and I was told to take it to ups. I did take it to ups the next day. The phone was shipped but never made it to Verizon in tx. It got lost in Dallas by ups. I was initially told that I was not responsible for it by Verizon because they could prove I shipped the box. Well that was not the case obviously and I was charged $518 for phone. I have been trying to get help from Verizon and keep getting different answers. I was basically told to pay the $518 which I don't have lying around. I finally got a Verizon employee to help me file a claim with ups. The problem is there is other documents that need to be submitted to ups for claim. I cannot submit them because I am not the one who filed the claim initially and I cannot get anyone to help me. I am trying my best to get this resolved but I am fixing to go to corporate or something. And no one at Verizon can provide me with any documentation saying I am responsible for bill is device is lost.
csr_411 Thank you for reaching out hereon this platform. I'm sad to learn of all the issues you have had with this returned device. Can you tell me if someone has completed an investigation ticket for you?-Dolores
I am having the same issue. Verizon customer service on their website is no help. and quite frankly was rude. They tell me to call UPS, UPS tells me that Verizon needs to call as they are considered the shipper as it's their pre-paid account that was used to send the phone back.
I don't understand how Verizon doesn't have an SOP on this. Phones clearly get lost by the shipper all the time. I shouldn't have to spend tons of time on this.
Who can I speak to about this to get this resolved?
Hello, Venomzs. Thank you for reaching out with your concern. If the device was lost by UPS, you would need to reach out to UPS. We would also need to submit ticket to get the order canceled.
*Hannah
This is the issue and why I'm having the same problem as everyone else. UPS will not talk to me, it's not my account. Because it's a Verizon pre-paid label, Verizon is considered the shipper. I already mentioned this.
From the message boards, this happens frequently enough that Verizon should have an SOP on how this gets handled. LOTS of customers have this same issue and it's not acceptable.
As a paying customer.... I packed up my return phone in the materials provided, I sent it back using the pre-paid label provided, if UPS lost the package, Verizon needs to work with UPS on this. I have done everything as a paying customer I am supposed to do, within the time frame provided and using the materials Verizon provided
If Verizon can't get the phone from UPS because UPS lost it, Verizon needs to file a claim to collect the insurance from their UPS account and credit my account. This should not be placed back on the customer, who has done everything they had been asked to do. UPS tells me to contact Verizon, Verizon tells me to contact UPS... this not ok customer service.
As a consumer myself, I would hate to have my return lost during shipping and would want help in getting this issue resolved. I am here for you and happy to help you in any way I can with this matter. Can you please send a Private Message, so we can discuss this ?
*Lisa
I’m reviving this thread. UPS “lost” my return and now Verizon is telling me I have to file a claim when Verizon is the one who provided the shipping label. I was with AT&T for over a decade and decided to give Verizon a try and it’s been a nightmare then past two months since switching! Verizon should be helping their customers not helping UPS!
I have the same issue. Verizon provided me with the shipping label so I dropped it after hours at a drop box in order to meet their 5 day return requirement.
Why can't Verizon provide me record of the shipping label they provided me?
This just happened to me today. I have my receipt showing it was mailed. It mysteriously was lost in Arlington, TX., just like many other people’s phones have been. There is obviously a problem in that UPS facility with phones going missing so often. Maybe the FTC needs to get involved along with the DOJ and open an investigation into that UPS facility and ask them why so many phones are going missing.
Hello, tramadoc. My apologies to hear of the lost phone, but rest assured, help is here. Please share more details. Was this a device you were sending back to us for trade-in? Do you have the tracking number? Any details would be great.
-Natasha
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