Urgent help, iPhone 6 plus stolen

Lockett

macrumors member
Original poster
Sep 12, 2014
52
2
I preordered an iPhone 6 and an iPhone 6 plus last Friday to be delivered on the 19th. I had no reason to think the phones wouldn't turn up on time.

I received a text this morning telling me the phones have been delivered. I was confused, as to my knowledge no phones had been delivered to my house. So I contacted apple, who told me the phones have been delivered to an address in Norwich (166 miles away). I asked them to explain themselves and how this could happen. They told me somebody called up on Saturday the 13th and changed the address on my order.

I didn't recieve any conformation emails about the change of address which I find bizarre! I don't know how they could change the address, let alone not think to send a conformation email. The lady on the phone basically told me there is nothing they can do and that I have lost out on £1300. I'm at a loss what to do, I have contacted the police but I'm unsure how to take it up with apple? Any ideas?
 

Azzin

macrumors 601
Jun 23, 2010
4,254
1,646
London, England.
I payed on debit card. Quite silly looking back...
Was it a Visa debit card?

You still have some protection: http://www.adviceguide.org.uk/scotl...protection_when_you_buy_with_a_debit_card.htm

The thing is, if this is genuine, Apple might be to blame here if they let someone change the delivery address without properly qualifying them.

If genuine, this is fraud and Apple absolutely hold the initial responsibility and should investigate the alleged lack of security here.

Do you know the address, know anyone that lives there, or know anyone that knows someone that lives there?

Find out from Apple when this supposed change took place and ask for the proof that they did things properly on their side.

Get in touch with your bank too (and ALWAYS use a credit card to pay online in future).
 

kerrikins

macrumors 65816
Sep 22, 2012
1,202
436
They should be able to open a loss claim on their end - that's fraud!

I would call them back and ask them about this, and escalate if necessary. What authentication did they use to change the address? They should be able to investigate it.
 

Lockett

macrumors member
Original poster
Sep 12, 2014
52
2
As far as I'm concerned, the fault lies at the feet of apple. I payed for a product, and without my knowledge its ended up in the hands of somebody else. If they sent a conformation of change of address the day it happened I would have had 7 days to report the incident. But I was told nothing. It's frustrating because it's entirely avoidable. The postal company have just delivered to the address that apple have supplied.
 

ijen0311

macrumors 65816
Jul 4, 2009
1,108
33
As far as I'm concerned, the fault lies at the feet of apple. I payed for a product, and without my knowledge its ended up in the hands of somebody else. If they sent a conformation of change of address the day it happened I would have had 7 days to report the incident. But I was told nothing. It's frustrating because it's entirely avoidable. The postal company have just delivered to the address that apple have supplied.
Someone must have known your order number, or had some other way to know that you ordered these phones. They couldn't just call Apple and say "pick an order and change it for me."

I wonder if your email has been hacked?
 

Lockett

macrumors member
Original poster
Sep 12, 2014
52
2
Was it a Visa debit card?

You still have some protection: http://www.adviceguide.org.uk/scotl...protection_when_you_buy_with_a_debit_card.htm

The thing is, if this is genuine, Apple might be to blame here if they let someone change the delivery address without properly qualifying them.

If genuine, this is fraud and Apple absolutely hold the initial responsibility and should investigate the alleged lack of security here.

Do you know the address, know anyone that lives there, or know anyone that knows someone that lives there?

Find out from Apple when this supposed change took place and ask for the proof that they did things properly on their side.

Get in touch with your bank too (and ALWAYS use a credit card to pay online in future).
I don't know anybody who lives in a 50 mile radius of the address. The first I heard of the address change was this morning when they told me it had been delivered.

I'm just sat here scratching my head really.

I've reported it to the police, and they have given me a crime number and told me to get on the phone too apple. I've been on hold 58 minutes as it stands!
 

Velin

macrumors 68000
Jul 23, 2008
1,596
1,063
Hearst Castle
This will not be your financial responsibility. Product was not delivered. Apple or shipping company bears responsibility.
 

Lockett

macrumors member
Original poster
Sep 12, 2014
52
2
This will not be your financial responsibility. Product was not delivered. Apple or shipping company bears responsibility.
I hope so, I'd be sick to my stomach if I lost £1300 I'm only a student ! :mad:
 

AverageBob

macrumors member
Sep 13, 2014
92
0
Google/drive to the address they've been shipped to and ask Apple for proof of the delivery address change.
I doubt the thief would be dumb enough to use his /her actual address. Most likely chose a random address and took it out of the mailbox on delivery day. Hopefully you can get your money back this is ridiculous. All these stories are making me not want to ever buy expensive items over mail.
 

LadyX

macrumors 68020
Mar 4, 2012
2,371
251
Urgent help, iPhone 6 plus stolen

Whoa how did someone change the address to an order you placed from Apple? Also, they usually send an email whenever an update is made to your account and orders. Call Apple. And keep us updated! I'm interested to know how this happened.
 

OVERTASK

macrumors 6502
Sep 17, 2013
377
173
∞o
I preordered an iPhone 6 and an iPhone 6 plus last Friday to be delivered on the 19th. I had no reason to think the phones wouldn't turn up on time.

I received a text this morning telling me the phones have been delivered. I was confused, as to my knowledge no phones had been delivered to my house. So I contacted apple, who told me the phones have been delivered to an address in Norwich (166 miles away). I asked them to explain themselves and how this could happen. They told me somebody called up on Saturday the 13th and changed the address on my order.

I didn't recieve any conformation emails about the change of address which I find bizarre! I don't know how they could change the address, let alone not think to send a conformation email. The lady on the phone basically told me there is nothing they can do and that I have lost out on £1300. I'm at a loss what to do, I have contacted the police but I'm unsure how to take it up with apple? Any ideas?
You may want to call Apple to speak to a supervisor, explain the situation and ask them to clarify where your phone is. I have found Apple in the UK have excellent customer service, however they do sometimes need a little bit of gentle encouragement.

Edit:
Most importantly do not panic, consumer legislation in the UK offers very good protection and you will not be left out of pocket.
 
Last edited:

Azzin

macrumors 601
Jun 23, 2010
4,254
1,646
London, England.
I doubt the thief would be dumb enough to use his /her actual address. Most likely chose a random address and took it out of the mailbox on delivery day. Hopefully you can get your money back this is ridiculous. All these stories are making me not want to ever buy expensive items over mail.
It won't be left in a mailbox, this is a signed for item.

Someone has signed for it-OP, ask UPS for the P.O.D (Proof of Delivery). This will be an electronic scan of whatever was scribbled into the UPS machine for a signature (I doubt the person signing it used their real name, but UPS normally ask for the name of the signer in case the signature is illegible.

----------

OP-what have your bank said?
 

Traverse

macrumors 604
Mar 11, 2013
6,892
3,123
Here
I have a Visa Debit card that I used to preorder as I didn't have the room on my Credit card after buying books.

I'm only liable for $50 if my debit card is used fraudulently.
 

techiebug

macrumors 6502a
Oct 20, 2013
729
258
The Apple package requires a signature by default. I think you won't lose anything, just some hassle explaining back and forth
 

Lockett

macrumors member
Original poster
Sep 12, 2014
52
2
quick update guys, the guy from apple told me that the fraud department will look into it and listen to the conversation that took place with apple and the fraudster.

another point, apple attempted deliver yesterday and i got an email telling me they had attempted delivery yesterday, i knew that hadn't because i was sat waiting for them all day. so i rang apple yesterday explaining i was in all day, and they still didn't think to tell me about the address change, even after i had to confirm my real one to talk to them!

so it turns out delivery was attempted in the location 166 miles away, which is why i didn't hear anyone knock.

just trying to keep calm and not drown myself! :p
 

darrenf1

macrumors member
Oct 5, 2012
56
19
South Jersey
It's not your bank that offers the protection.

Really? Well, semantics I guess, doesn't really matter who provides the protection, I know that I am not liable for fraudulent activity on my debit card.

Who, if not the bank, makes and enforces that policy?
 

erzhik

macrumors 6502
Dec 2, 2010
486
394
Call your bank and speak to a supervisor. Explain the situation, they will most likely refund you and hit Apple with a fraud fine. Then call apple and talk to the supervisor, explain and tell them you contacted your bank about fraud. Dont just sit on a forum, act.
 
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