Customers

Claims and Disputes

Union Pacific seeks to generate accurate bills for services we perform. In situations where you have reason to dispute a bill or submit a claim, here are steps to take and contact information. If you need information for an issue not listed, please contact your UP representative.

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Freight Bills

Our systems are designed to find a match with shipment information, rating authorities, and account detail. If you find an error, you can dispute freight bills online through our Account on the Web option. Call 1-877-712-4687 to get started.

UP is beginning to require customers in selected market areas to submit disputes electronically; contact your UP representative for details.  There are four off-line options for disputing a freight bill:

• e-mail:racustomers@up.com
• Fax: (402) 233-3139
• Phone: 1-800-925-6396
• Mail to:
  Union Pacific Railroad
  Freight Bill Disputes
  Mail Stop 1780
  1400 Douglas St.
  Omaha, NE 68179-1780

For whichever option you choose, be sure to include:

• Freight bill(s) identification information:
  
  • Invoice number
  • Car Initial and number
  • Waybill number
  • Account number as shown on your invoice
• Detailed reason for the dispute(s)
• Correct invoice amount or actual payment amount

Patron Freight Bill Overcharge Claims:

To initiate a freight overcharge claim, send correspondence to:

• e-mail:ocpatronclaim@up.com
• Fax: (402) 501-2273
• Mail to:
  Union Pacific Railroad
  Patron Overcharge Claims
  Mail Stop 1780
  1400 Douglas St.
  Omaha, NE 68179-1780

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Demurrage

Find out how to take proactive steps to minimize your demurrage bills in our Terms and Conditions section.

Resolving an error in your bill takes three steps:

• Send partial payment for agreed-upon charges to
  Union Pacific Railroad
  PO Box 502453
  St. Louis, MO 63150-2453
   
• Send Demurrage Dispute Supporting Documentation (PDF File) (88K PDF) via:
  
  • Fax to (402) 233-2908
  • Mail to:
    Union Pacific Railroad
    Demurrage Team
    1400 Douglas Street - STOP 1410
    Omaha, NE 68179
    Fax: 1-402-233-2908
• We'll respond to your request via mail.

While we can't resolve demurrage bills over the phone, you can contact the team at 1-800-877-5127.

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Other Accessorial Charges

These include most other charges for moving freight other than the freight bill, demurrage, or intermodal flips/detention. Examples include:

UP is beginning to require customers in selected market areas to submit disputes electronically; contact your UP representative for details.  Contact our Accessorial team via one of these options:

• Phone 1-800-243-0890
• Fax to 1-402-233-2031
• Mail to:
  Union Pacific Railroad
  Billing Services - Accessorial Group
  1400 Douglas Street - STOP 1410
  Omaha, NE 68179
  Fax: 1-402-233-2908

Be sure to include:

• Freight bill(s) identification information
  
  • Car Initial and number
  • Waybill or freight bill number
  • Account number as shown on the freight bill
• Detailed reason for the dispute(s)

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Freight Damage Claims

See our Damage Prevention Services information.

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Property Claims and Collections

We're focused on transporting products with safety as our number one priority. If property damage does occur, our Property Damage and Collections Group works to resolve claims as quickly and fairly as possible.

If you have a claim, contact our team via any of these options:

• Fax to (402) 233 - 2131 (esker)
• Phone (877) 877-2567 option #4
• Mail to:
  

  UPRR National Claims Center
  1400 Douglas St., MS1510
  Omaha, NE. 68179