iPhone 18 Pro Max

[user8t84932j]

Ordered the iPhone 18 Pro Max 256GB on Sunday (20.9.26) through the upgrade system from my current 16 pro max. Got email order confirmation etc and was sent my order number beginning with xko. Had a text on Monday AM (21.9.26) saying they were getting my order ready (sooner than expected!) and then another a few minutes later saying my item was on its way to store with a tracking link. I have also been sent an email with my 'order number' beginning with 006. I am unable to track my item no matter which number I use, and have triple-checked that I'm using the correct phone no/email. Also unable to view this upgrade on my online account. I also received a text on Monday stating my delivery address has been changed (I had assumed this was due to me getting it delivered to a store this time rather than home address) but then my verification codes were being sent to a different phone number that I'd never heard of - I've changed passwords and updated phone number since then. I cannot find any answers online, and am unable to get through to any online agents via chat etc (I'm unable to call due to my working hours). Any help would be appreicated - is my phone actually on its way? has my upgrade worked? have all my details been stolen? who knows!

[Ali_A]

Hi @user8t84932j 

Great new about your upgrade being quicker than expected. 

However, with the unexpected change of address and contact number I'd strongly recommend calling customer service on 150 from your handset as soon as possible, where a guide will be able to check the details of the order and everything is as it should be. 

The team are open: 
Monday to Friday, 8am to 9pm

Saturday & Sunday, 8am to 8pm

Ali 

[user8t84932j]

Managed to do the text chat with an agent after calling 150 - no explanation offered about the wrong phone number or the text stating my address had been changed (they did apologise, but couldn’t explain it, verified they were the ones to send the messages but reassured me that my details had remained the same). Apparently the dispatch text was also sent in error, and current dispatch times remain around 28 days! Very misleading all around and I’m still no clearer on if my account is actually safe. 

[Ali_A]

I'm glad the customer service team were able to confirm the details are still correct @user8t84932j 

it's strange that you had received the message when the device was not on it's way. 
Fingers crossed you'll not be waiting as long as anticipated for your new phone. 

Ali