Phone Order Issues

[AlexaJade]

Hi, I need this escalated to a manager in Order Management or Customer Retention.

I preordered the iPhone 17 on October 1 and paid $84 upfront. I signed all the required terms and received confirmation of payment. My order was later flagged as “on hold” even though everything was already completed correctly.

After calling several times, I was given conflicting information: one rep said it was a terms issue, another said it was a payment issue and canceled my order without authorization, and a third voided my payment entirely. I never asked for that. I was then told I’d have to repay the $84 to reorder — even though the phones were clearly available and there was never any real payment issue to begin with.

This mistake cost me my preorder spot, delayed my delivery date, and left me without a working phone in the meantime. To make matters worse, one rep actually suggested I switch carriers after five years as a loyal customer instead of resolving the problem.

I need this reviewed and escalated immediately. I want my preorder reinstated or an override to honor my original delivery date, along with written confirmation of what happened to my payment. I have receipts, call notes, and proof of the valid transaction if needed.

[vzw_customer_support]

I know how important it is to get your new phone on time. I would be concerned too if I were having any issues with an order. We'll be sending you a Private Message. 

-Christopher