I ordered a new iPhone 16 Pro. When I got the phone I decided I wanted the iPhone 16 Pro Max instead so I did an exchange online. The box of the 16 Pro hadn't even been opened yet. When I placed the order I had a PO box listed but Verizon doesn't ship to a PO box so I got online to chat with an agent to change my shipping address. After an hour and six transfers later my issue still wasn't resolved. I was transferred to sales twice during that chat. I finally called and the agent on the phone said she put in a ticket. A week later I still didn't have a phone. My online order said it was shipped. No tracking number was provided. So I call to find out what is going on with my order and I'm told the ticket for change of shipping address was closed because "people hack into accounts and do false orders and false addresses to get other peoples devices". NOT ONE PERSON REACHED OUT TO SEE IF I PLACED THE ORDER OR MADE THE CHANGE TO THE ADDRESS. I had to call and get it taken care of. The reps I spoke with were very kind and helpful but it shouldn't have gotten that far. I shouldn't have had to call. Instead of just closing the ticket I should have been contacted if there was suspected fraud. Communicating with the customer is part of customer service and should be added to the training course.
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