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So I did the whole online thing for a promo with the iPhone 15 Plus. I was so excited and everything seemed fine. They performed a soft credit check(approved), charged/accepted my payment, gave me order number and everything. Had I not tried tracking my order the next day I would have known nothing. I never received an e-mail or anything. When I went to track there was a headline notification basically saying my order was on hold and I needed to check it out to proceed. Click the link. Identity Verification. I’m like okay this should be fine. I submit all requested documents. Still nothing was sent to me regarding any of this. No email saying they received documents or if there was anything else they needed or if they were approved, denied, absolutely no kind of notification. I was only able to find out by trying to track my order and it kept saying I needed to submit documents. After a few attempts I figure I’d call customer service. I gave them my whole spiel of what was going on. I was placed on hold for like 10 minutes. As soon as the agent gets back on the line I get the “I can’t answer anything”. I called a total of 3 times. Same thing every time. You can’t verify my identity, but I am an existing customer? You can’t verify my identity but you will take my payment? When asked about a refund what I was told was any where between 3 weeks and 4 months? I am just at a loss for words. Not one person I talked to could give me any answers about anything. One of my questions is can I get a promo that was supposed to be only online if I go to a store so I can prove my identity?
That is definitely not the experience we want you to have when trying to get a new device. We are going to be sending a private note so I can take a look at the order with you.
-Meg
I am having a very similar problem and everytime I place an order the system says it can't verify my identity. I've sent a copy of my driver's license and a live photo in several times to no avail. The fraud team keeps reading the same script to me with no resolution. Please help me with this because I don't know what else to do.
We're so sorry about the issues you're experiencing with your orders. Once an order has been flagged and you need to verify your identity, only the Fraud Prevention Team is able to help clear that out. I recommend reaching out to them by calling 888-483-7200 Sun-Sat8:00AM - 12:00AM ET. They'll be able to better assist with the situation.
~Jesse
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