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New phone has not shipped

Ordered 2 day delivery. Which was confirmed by Verizon. Verizon agents says it has shipped, UPS says it has not, paid for 2 day shipping and do not have the phone. I'm being told I can not cancel the order or get a new phone as this order is 'in process'. I have spoken to two agents on the phone and one on chat. Each say the phone is coming or 'good news you have ordered a popular phone' but no phone has been received. What can I do? I have multiple lines and have been with Verizon for 20 years. This is beyond poor customer service. Starting to look at a different carrier.

Comments

Verizon_Support

Hi there! Sorry to hear that the order was delayed. We are happy to review this with you. I sent you a private message to get started.

-Nikki

Lody1

I’m going through the same thing. I ordered my new phone on 5/4/25. My most recent bill has the new phone payment on it and I don’t even have the phone.

Verizon_Support

Hi Lody1! The first device payment appears on the bill because the agreement was processed at the time of purchase, not when the phone ships. If your phone ison back order or hasn't shipped yet, this would be the reason why. Are you having any delays or concerns with the shipment?

-Dee

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