I did an early upgrade as part of a promotion from Verizon. Verizon provided me with a box and pre-paid shipping label to return my old phone. I packaged the old device in the box, attached the pre-paid label, and dropped it off at UPS. I was provided with a receipt and tracking number and thought nothing more of this once I received confirmation from Verizon that my device had been received by their processing centre.
I noted in the January that my verizon bill had increased to an even higher monthly bill than before I took part in the promotion. I called Verizon with the proof of my shipment and the tracking number along with the name of the person who signed for the package, so obviously someone received and has my phone. They said they would work with UPS but never received a straight response so donโt think this was ever done or any claim was filed from Verizon with UPS. Iโm sure if it was, UPS couldโve tried to retrieve the package. After many follow up calls and chats , Verizon said that because they did not have my old device, they could neither refund the value of that iPhone nor honor the promotion. They โresolvedโ my ticket by letting me know that I had to pay the remaining balance on the old device, so now Iโm left holding the bag UNACCEPTABLE!
At one point Verizon even told me to open a direct investigation with UPS, but when I called UPS directly, they couldnโt help me since it's not my account. Because it's a Verizon pre-paid label, Verizon is considered the shipper. Iโve been dealing with this back and forth for too long, Verizon tells me to contact UPS, UPS tells me to contact Verizon this is not ok.
As the customer, I did my due diligence and properly packaged the old device in the materials provided and attached the Verizon pre-paid label. 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.
Iโve been a loyal Verizon customer for many years, and it would be sad if my loyalty had to end because of this issue. Verizon really needs to step it up and provide a real solution in this matter.
@jemmakusiak wrote: I did an early upgrade as part of a promotion from Verizon. Verizon provided me with a box and pre-paid shipping label to return my old phone. I packaged the old device in the box, attached the pre-paid label, and dropped it off at UPS. I was provided with a receipt and tracking number and thought nothing more of this once I received confirmation from Verizon that my device had been received by their processing centre.
I know how frustrating it would be for me to know that I had shipped back a device, and tracking showing that it had been delivered, and then still be charged for a device. I appreciate all of your efforts in an attempt to get this resolved, and we would be happy to take a look into this. Please be on the lookout for a private message from us so we can assist.
-Joseph
so, Iโm still waiting for that messageโฆ.. once again Verizon providing awful customer service!!
@jemmakusiak wrote: so, Iโm still waiting for that messageโฆ.. once again Verizon providing awful customer service!!
Hello, I saw your message about needing help with a device situation. I see my colleagues did try reaching out earlier in the month sending several private messages. We've sent a new one, so we can help resolve this situation and assist.
-John
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