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I never received my Smartphone and now I am being charged for it.

I placed an order for an iPhone upgrade online and the correct address was on the order.  The order was shipped without the apartment number so FedEx returned the device.  I was told by several sales agents to wait 48 hours for the refund and it has been about a week without a resolution.  At this point I just want to cancel the order and move on with my life, and due to this experience, it will be with another carrier.  Who can I contact to cancel this order because technical support or a sales agent cannot?   

Re: I never received my Smartphone and now I am being charged for it.
Customer Support

TUNKABOTT, we apologize for the experience you endured. I can assure you that this is not the type of experience we would ever want you to have and we want to help you. Upgrading a fun should never be this difficult. Please allow us the opportunity to help. To better assist you, I sent you a Private Message. Please respond to the Private Message at your earliest convenience.