My December bill is charging me for a new phone that I haven't even recieved. Is this normal?

[RichardC927]

Here's a quick rundown of my situation

I placed a preorder upgrade for the iphone 12 pro max. I had $100 device dollars that I applied to the order. The submitted order seemed to go through just fine and easy...

Not soon after my invoice was revised by someone on Verizon's end and my $100 device dollar discount was cancelled, yet my order wasn't cancelled. I was now being charged full price for the phone.

I contacted customer service to stop/ cancel the order. The rep said the order was cancelled.

Now coming to the present day, I am now being billed an extra $30 dollars to my monthly payments for a phone that I do not have in my possession and that was never mailed out to me. There isn't even a tracking number because nothing was sent out from the warehouse.

Help me please.

[9wood]

I would call and get fixed seems other have had similar issue

[vzw_customer_support]

Help is right here for you, RichardC927. We sincerely apologize for how things have gone with this order. Let's make things right. We would like to get secure access your account, so we can see more details. The following message will outline the account authentication process.

GeorgeS_VZW

[vzw_customer_support]

We will first send you a Private Note. Once you reply to that, we will proceed with account authentication. 

GeorgeS_VZW