UPS lost our shipment and Verizon is taking no repsonsibility
tonyaheike
Enthusiast - Level 1

We are very frustrated with Verizon.  They are charging us for two iPhone 13 Pro Max phones that we were returning for credit since we purchased two new iPhone 15’s.

The old phones were shipped from Montana on October 9, using a Verizon-supplied UPS return label.  The package was scanned in Commerce City, Colorado on October 10.  Since then, the package has not moved from that location.  Tracking data says it is delayed, no further explanation.

We called Verizon approximately one week later to let them know that it appeared the package was lost in Colorado since it had not moved from there in over a week.  Verizon customer service told us this is not unusual, give it some more time.  After a few more days of no movement, we called Verizon again.  This time they took a report and said they would take care of it.  We assumed this meant that they would be filing a claim with UPS.

This was not the case unfortunately, two weeks later we received an invoice for $1200 for the missing phones.  We called Verizon immediately and were told there was nothing they could do. They said we need to file the claim with UPS.  This is incorrect! 

According to UPS:  A claim may be raised by the shipper (THE PERSON WHO CONCLUDED THE SERVICE AGREEMENT WITH UPS).  That would be Verizon.  They issued the prepaid UPS return label.  Verizon is paying the shipping charges on the returned phones.  UPS tracking numbers start with 1Z, followed by six digits which are the account number that the shipment was charged to.  4E9 W39 is the UPS account number on our tracking number…that account needs to file the shipping claim.

It is ridiculous that Verizon customer service is unaware of this, considering the volume of phones that they are shipping through UPS.  We have been Verizon customers for over 22 years and have never experienced this level of incompetence in our dealings with Verizon.

We did our part of the deal.  We shipped two phones from Montana on Verizon-issued UPS return labels that they sent to our location in Montana.  The package made it as far as Colorado, then was lost by UPS.  Verizon now needs to file UPS claim on their account number 4E9 W39.

I see this is a reoccurring issue with Verizon, anyone else have any luck finding a resolution?

Tags (3)
Re: UPS lost our shipment and Verizon is taking no repsonsibility
vzw_customer_support
Customer Service Rep

Oh no, We know on occasion shipping carriers can make mistakes so we have resources to fully investigate and find solutions for your phones that appear to be lost by UPS.  Let's work together to find options.  Please reply to the following Private Note to get started.  We are eager to get your answers.

-Deb

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Re: UPS lost our shipment and Verizon is taking no repsonsibility
tonyaheike
Enthusiast - Level 1

Thank you for reaching out. What can we do next?

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Re: UPS lost our shipment and Verizon is taking no repsonsibility
anonymous47
Newbie

I’m dealing with the exact same thing. It’s a joke what UPS and Verizon have put me through on this ordeal. 

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Re: UPS lost our shipment and Verizon is taking no repsonsibility
vzw_customer_support
Customer Service Rep

Hello, anonymous47, I'm sorry to hear your shipment was lost in transit. So we can best assist, we will be reaching out via Private Message.

-Lauren

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Re: UPS lost our shipment and Verizon is taking no repsonsibility
kh-gary
Moderator Emeritus

In order to keep discussion on the community current, this topic has been locked to prevent new replies. If you have a similar question or issue that you wish to discuss, then please feel free to start a new conversation on the most relevant board. Thanks!