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.

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

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 can be done the following ways:

  • Send partial payment for agreed-upon charges to
    Union Pacific Railroad
    PO Box 502453
    St. Louis, MO 63150-2453
  • Invoices may be disputed on the web via Chargeable Events (CES).
  • Invoices may be disputed on the web via Account on the Web (AOW), which is part of our secure customer portal. If you don't have access to that portal, please call 877-712-4687 to set up access.
  • Invoices may be disputed via email: upacc@up.com

While we can't resolve demurrage bills over the phone, you can contact the team at 1-800-243-0890.

Other Accessorial Charges

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

  • Adverse loadings
  • Dirty cars
  • Diversions
  • Lost lease claims
  • No-bills
  • Overloads
  • Penalty charges
  • Reconsignments
  • Setbacks
  • Switches
  • Weighing

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)

Freight Damage Claims

See our Damage Prevention Services information.

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