New customer, devices lost in transit, billed anyway

[jb412]

I am a new customer who, on December 3, 2024, ordered 5 Apple iPhones, 1 Apple Watch, and 1 Apple iPad.  All of these devices were new lines and no cost per month for equipment under the promotion.

I received and activated the iPhones, however the Apple Watch and Apple iPad were damaged in transit and never delivered (UPS tracking number 1Z4367764213411063).

After spending hours with support on December 11, 2024, Verizon "returned" the undelivered Apple Watch and Apple iPad, and the taxes and fees that I was originally charged for the free devices were refunded.  The devices, however, remained listed on my account.

On December 14, 2024, I spent six hours with support trying to remove these undelivered devices from my account and reorder them using the same promotion.   I was told that in 5-7 days the ticket would be resolved, the items would be removed from my account, and I would be notified about the replacement devices.  None of that happened.

On January 2, 2025, my first Verizon invoice was issued, which included a $22.39 plan/surcharge/taxes/fees charge for the Apple iPad that I never received, as well as a $26.45 plan/surcharge/taxes/fees charge for the Apple Watch that I never received.

I spent another five hours today with Verizon support only to be disconnected four times, and was offered no resolution to my issues.  It seems extremely difficult to receive support from someone who can communicate effectively and resolve any of these issues.

This is, as simply as I can state it, what needs to occur:

1.  Remove the undelivered Apple iPad and Apple Watch from my Verizon account.
2. Ensure that there will be no early termination or other fees for these undelivered items.
3. Refund the charges associated with the Apple iPad and Apple Watch that I never received.
4. Ensure that no future charges will be invoiced related to these devices.
5. Reorder the Apple iPad and Apple Watch under the same promotional pricing that was applied to my original order.

Is there anyone at Verizon who can resolve this?

[vzw_customer_support]

Hello jb412, we're sorry to learn you're having issues with your account. We will be sending you a private message to further assist.

~Ivone