Trade in Lost by UPS

[Savemeany1]

I am posting here before more drastic measures as it seems that Verizon does read this forum.

I returned my trade in device April 20th using a Verizon provided UPS label and box. The device has not been delivered to Verizon but I have tracking and receipts for the hand off to UPS. 

I have spoken with customer service over the last 2 months 8 times. I have been documenting the time that I am spending on hold looking for a resolution (over 7 hours at the time of this posting).  Today I had a polite conversation with a T1 person then asked for a manager after I got the same response "we can fill out a form"  (they will fill out a form internally for a resolution).  This is the 4th time that the form was suggested it has been completed 3x with no resolution.  After speaking with a manager (I have the name and employee ID for this person). I was told that I would have to call (EVERY MONTH) to get the credit manually added.  I asked why then we filled out form after form and had all these phone calls for a resoltion? They were unable to provide me an answer other than, If you do not want to do that you wont get the credit.  I do not have the time to waste on this effort every month for the next year and a half and will not be doing that.  I hope that someone at Verizon can help me get a resolution.  The $1000 trade in device and the lack of ownership of the responsibility for my lost property that was shipped by Verizon through UPS will make it worth pursuing further action.

I have documentation of all the calls and case numbers available should someone reach out.  Please do NOT reach out if you cannot resolve this issue directly or know how to resolve it, as I have wasted all the time that I intend to talking to people that cannot do anything more than frustrate me with the same responses.  Combined I imagine Verizon has spent 7+ hours and I have as well that's 14 hours for something that seems as though should be a simple thing for them to recognize the responsibility and complete.  The case notes will have all the info though I am more than happy to provide what I have in a private message orby phone.

If anyone has a better way to contact Verizon about this please help, I am not looking forward to more of this...

Good luck to you all

[vzw_customer_support]

Hi Savemeany1, thank you for reaching out to bring your experience to our attention. As we will need to work with you in your account to investigate we will be sending a Private Note. 

-Melissa