I have the screen shots of all chat conversations and notes from phone conversations. After multiple attempts, I still have no resolution nor has the "escalation team" contacted me as customer service promised every time.
UPS lost my trade in June - no movement since June 30. Called UPS and was told Verizon needed to file the claim since they sent the shipping label. Reached out to Verizon on July 10 via chat to see what needed to be done. The "documented my account and would receive an email from a dedicated team". I was assured that "with the account fully notated" that I would have no trouble getting this resolved. Never received an email...
Reached out via chat 7/24 - "the trade-in credit already on your line and no worries, you will get the credit since I saw here the information of the return device for the trad-in. As an added resolution, you can rest assured that I have fully documented your account to make sure everything is accounted for."
Reached out via chat 8/21 with David because I received an email saying the credit was taken off the account and I know owed $500for the new phone. He stated I needed to call 800-416-8894 and talk to the trade-in team.
Called the line at 4:13pm on 8/21 and talked to Andrea. It took her a while to look into it, but finally I received a ticket number via text of COD#9029304 at 4:47pm. Andrea stated that a claim ticket was filed and they needed to investigate it with UPS. She stated that she has made the notes in the system and I was "not to worry about it, they would take care of it" and to be patient as it may take a bit.
Here we are in November and I am still being charged for the phone with absolutely no follow up on my claim ticket.
I am tired of being told not to worry! $500 may mean nothing to the company, but it means a LOT to my family!
We hear you loud and clear, and we are here to help. We sent a private note to furhter assist you. ~Geo
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