I upgraded my daughters phone online about 4 months ago. In the confirmation email, I noticed they sent it to my old address, an hour drive away. I called immediately (not more than 2 minutes after ordering), after speaking with someone for twenty minutes, they said the order would be cancelled. It was not cancelled and I got a shipping notification the next day. It was delivered to my old house, never to be seen. I’ve called in about 5 times now and everyone says they will prioritize my problem and it’ll be fixed soon. I’m still paying for this new phone that we’ve never received. What a nightmare. Haven’t had any issues with Verizon in many years until now.