I dropped off a package in a UPS dropbox on July 24, 2021, made sure it was all the way in, no one but UPS could get it out. The package was never scanned in. After nearly five days of attempting to break through the automated phone systems and chat bots, I finally spoke to a human! She was warm and understood the issues and directed me where to file a UPS claim. I get off the phone and go online to file a UPS claim, only to find out I cannot file a claim online because the package was "never picked up." Back to the phones/chatbots for a few days, getting the runaround about how to file a "manual" claim. Finally connect with another warm person on the phone who says she has written up a description and that their Investigations Dept will look for this package and get back to me (by now the package has been missing for two weeks). The next day I get a pdf from UPS (delivered via an ftp site that I initially suspected was fraudulent- reported to UPS- and never heard back about by the way, so just fyi it *is* UPS if you get a suspicious email like this). The pdf says they looked for the package and couldn't find it HOWEVER the description was the oddest set of words ever hobbled together. Totally incorrect/incoherent. Back to the phones/chat bots. The next warm and friendly person tells me he will fix the description and UPS will continue looking for the package. Within 5 minutes of ending that phone call, I get a new PDF directing me to file a claim online with paperwork, and with the description left unchanged! After another call to verify this link to file a claim is my next step, and a few hours spent collecting paperwork, I file the claim. Claim # 3663745501A. A few days later, I received a call from UPS! Feeling hopeful, I skip out of an important work call to stay on the phone with UPS. More ups and downs. They need proof of shipment. I told them, I am filing a claim because the item was not picked up out of the drop box. I request a supervisor, and after another 20 minute hold, the person tells me his supervisor is busy now but will contact the Dropbox Manager and investigate! My hopes are up. Then... of course... within 5 minutes I get a new PDF DENYING THE CLAIM because the item was "not listed on your UPS pickup record." At this point, not only have I lost priceless family photos. I've lost 12+ hours getting the runaround (if not being straight up lied to), hopes rising and falling along the way. I can't take it. I'm an attorney with no time but am now literally thinking about writing up a complaint for these abusive consumer practices- at least time on that would feel productive, unlike time lost to UPS's "customer service." I will never use UPS again and hope others get away from them too.