no credits for lost iPhone
stb14
Newbie

I upgraded my iPhoneXs to an iPhone 13 during a trade-in promo in mid - July of 2022. I brought my phone to VERIZON Store, 820 WILLARD DR,  ASHWAUBENON, WI 54304-5285 to get the credit. I was emailed a msg a few days later from VERIZON with a UPS tracking number. Early Sept. I received another email from VERIZON that "discount requested, pending approval, look for a separate email in 48 hours". I have yet to receive that email (April 2023).

I contacted VERIZON via chat and phone conversation. I was told to contact store where the phone was brought to for the return. I contacted them in March. The store service rep called VERIZON and told them my situation. It was determined that I took the correct steps in bringing in my phone to the VERIZON store. I have not seen ANY credits toward the new iPhone 13. Between the VERIZON Store, 820 WILLARD DR,  ASHWAUBENON, WI 54304-5285 and UPS and the VERIZON Return Facility the phone has been "LOST".

I presumed that the VERIZON Store, 820 WILLARD DR,  ASHWAUBENON, WI 54304-5285 would make contact with UPS, since it was the VERIZON Store, 820 WILLARD DR,  ASHWAUBENON, WI 54304-5285 that sent the phone in via UPS. Since I have YET to see any credit toward the iPhone 13 I contacted VERIZON about the issue, they had me contact the VERIZON Store, 820 WILLARD DR,  ASHWAUBENON, WI 54304-5285. I contacted the VERIZON Store, 820 WILLARD DR,  ASHWAUBENON, WI 54304-5285 who told me to contact UPS.

I don't believe that I should contact UPS since I did not initiate the return through UPS. What is my next step?

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