UPS lost my trade-in
beccalinda
Enthusiast - Level 1

I purchased a new iPhone 14 in early December of 2022 with an $800 trade-in for my iPhone 12. I did the same for my husband, as we are on the same account. The phone was not yet in stock, but the clock was still ticking on the trade-in despite the fact that we did not get our new phones until December 23, 2022.

Anyhow, I used the UPS shipping labels provided for each phone, packaged them up separately, and handed them to a UPS driver since I happened to have a UPS shipment arrive. The driver accepted them, and all seemed well.

I tracked both shipments, and they both got scanned into the system and made it all the way from SC to TX. From there, my husband's phone seemed to arrive at the Verizon warehouse and got checked in, as I got an e-mail confirming this.

My phone never left the UPS facility in TX. I contacted UPS several times before they would agree to open an investigation, which ultimately led to their admitting that it was lost and then opening and closing a claim in late January.

However, UPS won't give me any information about the claim and tell me to contact the "sender" even though I've explained a thousand times that I am the sender. When I contact Verizon, I get crickets. I have asked them multiple times to please contact UPS. I have given tracking numbers, investigation numbers, and case numbers, to no avail.

This is a business account. Business customers get 90 days (as opposed to 30) to turn in trade-in devices, so the clock is ticking on mine, since 90 days will be up at the beginning of March (assuming they hold me to the date that I ordered my new phone, not received it). I am currently getting the $800 credit in approximately $20 increments on my bill, but I only received a verbal promise from a couples of Verizon business representatives that "everything will be fine" and I will not be penalized because UPS lost the phone when I used the label Verizon provided for me.

No customer should be treated with no response, but what's worse is that I have been a Verizon Wireless customer for over 20 years, over 10 of which have been as a business customer. I keep getting thanked for my continued loyalty and then given non-answers and verbal reassurances that I won't lose out on my trade-in when I fulfilled my responsibility.

I would like someone to give me some real information because I am not giving up on $800 when I did what I was told to do with the resources provided to me.

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Re: UPS lost my trade-in
vzw_customer_support
Customer Service Rep

 

Please keep an eye out for a Private Note, as it's important to me that you receive the assistance that you  need. *Sarah

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Re: UPS lost my trade-in
Erica5000
Enthusiast - Level 2

We’ve been dealing with a very similar issue! Have you had any resolution? We’re ready to take our 4 lines and jump to T Mobile after 20 years with Verizon.

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Re: UPS lost my trade-in
vzw_customer_support
Customer Service Rep

Hello, Erica5000! Thanks for taking the time to reach out. I understand it's vital that your trade-in concerns are properly addressed. Please send us a Private Note, so additonal details can be gathered.

*Alexis

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Re: UPS lost my trade-in
beccalinda
Enthusiast - Level 1

Not really, but the latest bill, which was generated after the "drop dead" date of my trade-in, still shows the $22 credit. If it disappears, I will take my business elsewhere, and in the future I will do all trade-ins in person.

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