Ordered a Phone and received an empty box

[soonergirl80]

I honestly thought my problem was unique but after reading past community posts it happens way more that I ever thought.

On September 20 or 21,2023 I ordered a new iPhone Pro Plus. I made a substantial payment and plan to use the upgrade/trade-in of my current iPhone 14 Pro as credit. I was notified my order would arrive on September 25 by Verizon and Fed Ex. I received several of these notices. I have ordered several phone and I know the drill, be home  to sign all is great. Not so fast. Fed Ex did arrive at my house, I signed for the Verizon package and noticed immediately it seemed really light weight for a phone but off he went to his truck and I opened my box from Verizon. I had also ordered a USB-C adapter on the same order. Well when I opened the box it was empty except for the adapter, packing slip showing my phone and the envelope to return my current phone for credit. I immediately got on the online chat as it was after office hours when I received the package. The agent could not have been nicer at first, all this no worries we are going to take care of this right away for you. You have nothing to worry about.  The next day, Tuesday September 26, I wasn't feeling the no worry vibe. I got up early, back on chat and a huge brick wall.  I got, it was delivered all you can do is open a "ticket". The agent opened the ticket and I moved on to find a live agent, very nice guy Justin in customer service. He did not seem too concerned but he believed me that the box was delivered albeit empty, he told me he was sure after the ticket investigation was complete I would receive a refund to replace the order or Verizon would send me the phone. Later that evening I received a Verizon text saying there was an update on my ticket and an agent would call me shortly.  Haha no agent ever called me so again back to chat. The chat agent was able to tell  me I had been denied any resolution and there was nothing else they would do. I called directly to the fraud department of Verizon and got a guy Edward. I had to recount my issue for the 40th time. He must have taken pity on me because he got with the IT  department and discovered that my iPhone 14 Pro Plus had been activated and calls made September 22, 2023. Verizon just handed the phone to Fed Ex on September 22, a full 3 days before I received the empty box I would have been impossible for me to activate that phone or make those calls. . Of course I understood why my ticket was denied.  Edward opened another ticket with the latest information, which included the date the phone was fraudulently activated and calls were made on my account.

The reason I have written this is because I want my situation to be in as many places as possible. Even though there is clear evidence that someone took the phone, activated it and started to make calls, I honestly do  not have any expectations that Verizon cares enough about me as a customer to resolve this. I have had to initiate every contact without any follow up from Verizon. I have been a loyal, customer  who never missed a payment for many years. I am so disappointed that I am expected to jump through hoops just because the order I placed with a down payment was somehow hijacked and I have nothing. No money from it to place another order nor do I have a phone. I also know that these customer service agents that follow this online community say they care and DM them but I know they won't do anything either. I hope the new ticket that was opened will give me a very quick resolution but as per the last ticket no one bothered to call me.

To anyone who reads this and is a customer of Verizon, beware. You are there for them to take your monthly payments, but they will not be there for you if you have any kind of a problem like this. If I am wrong, please prove me wrong Verizon.

Pamela 

P.S Big thanks to Edward in Fraud for digging deeper for me. Don't confuse this for satisfaction, he just did more than anyone else to this point.