iphone order cancelled without informing me

[dbuhrau]

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.

[ttppham2]

The same thing happened to me - It was cancelled and I was not aware of it. I called and they were able to get me a similar deal that I got when I first got the phone. 

[vzw_customer_support]

dbuhrau, you have our sincerest apologies that you were not aware of the recent status of your order. Normally we send an email of the status of the order to the email that was added on the order. You did not receive any emails or text messages or phone calls? Do you happen to have the order number and location code? 

-Takendra 

[vzw_customer_support]

ttppham2, a new phone should be an easy and exciting experience, so we regret the issues with the order. Our goal is to provide the order promptly. Your feedback will be reviewed for ways to improve. It was mentioned the issue was resolved. Please let us know if additional assistance is needed. 

[9wood]

I would think you would of received some type of notification text or email perhaps if the order was cancelled or delayed for that matter seems strange to me if I read right you got 2 cancelled order dates and seems others get different answers as well from person to person as if they just find some reason without actually telling what happened