I sent my phone in using the trade-in program and UPS lost it. UPS told me they have a claims process with Verizon and to call Verizon to start the process. I just called Verizon and was advised they will be creating a ticket for this. 10 minutes of hold later I was told well actually we cannot open a ticket for this cause "Verizon's system does not allow this type of ticket to be created". The representative tried to ask his supervisor as well but was told they cannot help and to contact UPS since they lost the phone. I called UPS again but was told the same thing as before that Verizon has to file a claim. SO basically it is obvious I am having the same issue as so many people using this trad-in program. I found posts here from even 2 years ago with this exact issue and other customers getting the run around for months and months between Verizon and UPS.
I am surprised to see so many people over such a long time have been having this issue and Verizon has not done much about it like changing carriers. Even the Verizon rep told me these phones are most likely being stolen by UPS.
UPS admits they lost the phone and Verizon uses UPS for this trade-in program and the customer who has done nothing wrong other than trusting Verizon and UPS loses a lot of money!
Is there any recourse in this? I mean i am like so many other folks am about to lose $800 and both companies are unwilling to help. This really makes Verizon look terrible. I was with AT&T for 15 years ever since iPhone came out. I finally decided to give Verizon a chance this year but I think I made the wrong decision.
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