I placed an order on the verizon website to upgrade my current iphone to the iphone 12 Pro. I placed the order on November 24. The estimated shipment date was December 23. I got the return box for my trade-in phone 3-4 days later. Today, on January 6, I checked my account and it indicated that they are still working on the order and the shipment date had not been updated. I contacted Verizon and, to my surprise, was told that my order was cancelled on the ordering day (11/24) because I did not sign the agreements (which is not true). They offered me to place the order again but told me I need to switch to a new plan because my current plan, which was grandfathered in, apparently does not work with the promotion I wanted to get for my trade-in phone. I decided to think it over and called back later. This second person told me that my original order was cancelled on December 3 by a user, which again does not make any sense. They also offered to place my order again and I placed the new order. This time, there was no need to switch to a new plan. I am now waiting to see if the original trade in agreement will hold (I was told it will by the agent).
My outrage is that I was never informed that my order had been cancelled (my account did also not reflect that). I would still be waiting if I had not checked. Also, two agents gave me very different information why my order was cancelled and one agent told me I need a different (more expensive) plan although that does not seem to be the case. Very disappointing! I will not order online again from Verizon.
