Upgraded a phone to the iphone 15 pro when it came out last month, but UPS said they lost the package and sent a claim to verizon. All the proof for that is there, and seen on UPS tracking. However, after over a dozen of calls with Verizon, they continued to say they're escalating it and wait a couple more days for the resolution, and it's been over a month! I work an extremely busy schedule so I haven't been able to call everyday like I should, but last I called was Oct 13 and they said they have to escalate it to cancel the upgrade documentations I had signed for the lost phone before I can order another one, and the agent said it's best not to contact them back until 10/23 since it takes around 10 days. I go into my account today and check, they have the phone that I don't have listed under the phone number, charged me upgrade fees for the phone, added the device payment, and included a trade in credit for the phone I'm still using on my last bill that autopayed last week, and since haven't gotten back to me about the case?? It's been an absolute mess and I just got verizon this past summer. Really don't know what to do at this point or who to call. Really need some advice.
4rjuns, we're terribly sorry to learn of your experience, and absolutely understand your concerns regarding the lost device that you are now being billed for. We'd love to take a closer look at your account right away and find out what's going on. To better assist, we'll be sending a Private Note.
~Izzy
NVM got the message sent I tried replying but it said "You have reached the limit for number of private messages that you can send for now. Please try again later." even tho I have never sent a private message
I really hope you can help me figure this out.
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