UPS Lost my Trade In and Now I Pay More!
PattiC1
Newbie

Verizon,

I am a 30-year customer here and I'm not happy. I recently traded in my iPhone 11 for an iPhone 15. I also got a new iPad, trading in my old one.  The Verizon store transferred over my data and took my old iPad from me but they told me to take my iPhone 11 home "to be sure everything got transferred over to my new phone" and return it to the store within 3 days. I actually took it back the next day but the store manager refused to take it, said it could no longer be accepted that way and that I needed to take it to UPS. I replied that YOU asked me to bring it back HERE only yesterday and that you took my old iPad no problem.  He still refused and handed me a UPS box. I left, boxed it up and took it to UPS.  Well, of course, UPS "lost" my returned phone and now my promotion is being taken away and my bill is much higher because I have lost my trade in credit and I have to pay off the new phone.

I have called your customer service line twice, and each time the person said they would look into it and get back to me right away.... nope didn't happen. One of your customer service reps I spoke with apologized for the store manager's behavior and said, he isn't supposed to do that!

I decided to research "lost Verizon phones through UPS" and I am appalled at how many times this happens. How in the world does a major delivery company lose that many phones?  This is outrageous and if I am made to pay off the new phone then I guarantee you, I will be moving on to another carrier but not without filing a major complaint with Verizon Corporate.

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vzw_customer_support
Customer Service Rep

Those device promotions are awesome and they're a huge reason for doing upgrades. I don't want you to miss out on the promotion at all and I'll help as much as possible. I'll send you a Private Note so we can gather more details.

~Jesse

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