Order Incorrectly Cancelled by Verizon

[Alyssa_Kuhn]

I placed an order for an iPhone 11 which required verification of my address and identity. When I called the fraud department, within 24 hours, they gave me a non-functional link to upload verification documents to. When I called back, the same day, they gave me an email to send verification documents to. I received a reply to my email saying they would process the order looking at my additional documents. Last night I received another email that said my order was cancelled. When I called the fraud department again, they said there was no evidence of me calling or emailing. Even though I have the verification number of my email sending them documents. They told me to place the order again to initiate the process of verification again for a new order since mine was “past the time to verify since I hadn’t contacted Verizon within the 24 hour period for verification” even though I certainly did and have proof of this contact. 

So, I re-placed the order for the same iPhone and it now says that it will be sent 7 days later than my original order. I think that since it is Verizon’s fault that this order’s documents were misplaced, the original shipping date should be honored. 

I called within the 24 hour period to verify my order, I followed the instructions of the fraud department agent, and I submitted all required documents. Yet my order was still inappropriately cancelled. This is a Verizon issue with communication and record keeping. I am not satisfied with this service and I hope that Verizon does the correct thing for honoring the original order date. 

[vzw_customer_support]

Hi and good morning. I'm sorry to hear of all the heartache you've had while purchasing your iPhone 11. We'll gladly do what we can to assist. Is this for a new line or service or an upgrade? -Arya

[Alyssa_Kuhn]

Hello Arya. Thank you for your quick response. This order is for a new line of service. 

[vzw_customer_support]

We are here for support and happy to help in any way possible, Alyssa_Kuhn. Is this new line of service for a new account, or is your order for a new line on an existing account? 
*Cheyenne