I have been a loyal Verizon customer for years and have never experienced an issue. Until now. I pre-ordered the iPhone 15 Pro back in September 2023, it is now December AND I STILL DON'T HAVE IT. I have spent over 17 hours on the phone or in-person with Customer Service and no one has answers. The shipment tracking shows that the iPhone shipped, made it to the warehouse near my home, but the order was cancelled internally (by Verizon), and the phone was sent back to Texas. However, on my MyVerizon account the order still shows that it's valid, the shipment is just delayed. Well, then I started getting billed for this phone that I DO NOT POSSESS. When I pushed customer service as to why my shipment was cancelled and sent back to Texas, I was told that the system thought my home address wasn't real and thought it was fraud. Ok so then I asked if they could cancel the order all together and redo the order. I was told no - they can't do that because the phone says it shipped. I have gone into the store to talk to a real person rather than on the phone, they told me they would figure it out and have a phone for me in a few days - but that day never came. I went back, and they still had the issue of being unable to cancel the order. I've been into the store 4 separate times to figure this mystery out but no one can help me. I just want the phone I'm being charged for. I'm out of resources since customer service can't seem to help me. This doesn't seem like it should be that big of an issue, but this is causing so much disruption and stress in my life. Please, can ANYONE help me?? I'm at wit's end and I am wondering if even the CEO of Verizon can help me at this point.
We are sorry to read that you had this negative experience, as we know how important it is to manage your account, and that you are not being billed for a device that was not received. To better assist you, we will be sending you a private message.
~Freddy
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