On 12/22/2024 I upgraded my phone to a iPhone 16Pro. On 12/26/2024 I received the phone. At the same time I received a call from a "Verizon" warehouse indicating that they erroneously sent me refurbished phone and told me to return for the correct phone. This call was followed up by a email from Verizon that included a snapshot of my account with a UPS return label. I followed the instructions and returned the phone. The phone was delivered by UPS on 12/31/2024. I never received the replacement phone. After countless hours on the phone with Verizon, it turns out that the phone call & email were not from Verizon. Verizon refuses to correct the problem with a replacement phone. The last agent told me to file a claim with Asurion but it was denied since the iPhone 16Pro was never activated by me. I tired to activate the phone but I cannot since the phone is locked. I am now being charged for the upgrade in the amount of $1,300 and the outstanding balance on the old phone of $300 was charged to my account. I am so frustrated and feel that Verizon is just trying to wear me down. I have been a customer for 26 years and Verizon cannot extend the courtesy to send me a phone? Is this customer service?
