Upgraded phone and phone missing from box

[swarren2]

I upgraded all the phones on my account (6) on December 14, 2024. They were going to be Christmas gifts and supposed to be 2 day delivery. They were set up in 3 shipments with 2 phones in each shipment. I received the first two shipments without issue but the third shipment was missing one of the phones. The packing slip for it was in the box but the phone was not. It was delivered after hours so I could not contact Verizon until the next day. I was able to speak with a representative and explain the situation, I was also given a ticket number and told I would be receiving either text or email updates. I received neither. When I log into my Verizon account i do not see anywhere noted that a phone is missing and under investigation or being reshipped. My account shows the phone as delivered. Has anyone else experienced this? I just want the phone I ordered reshipped to me. Can’t they track all the numbers associated with the phone to see if it was taken or activated somewhere else? If I do not send the trade in within the time frame allotted after delivery, I fear not only will I not have a phone, but they will charge me for a phone I did not receive. I have been with Verizon for 17 years and never had this happen before. I am truly disappointed at a loss as to what to do next. Any ideas?

[SynthpopAddict]

Your phone was obviously stolen during shipment.  Sadly, this seems a common thing these days.  I've heard conflicting information on whether you should contact Verizon or the shipper, but if it were me, I'd report it to both.  Since you have an open ticket, ask about the status of that ticket when you contact Verizon.  If nobody is willing to work with you directly, then you would have to dispute the charges with your bank if Verizon tries to bill you for a phone you never received and potentially take it up with a 3rd party agency if you can't get the other details straightened out.