Strange customer service experience

I’m coming to Verizon Wireless from T-Mobile via the “new iPhone 16 pro on us” offer. I placed the order online around 12:30 am last night, expecting to get my phone tomorrow or the next day.

At 6 pm today, I received an email from Verizon reading, “We canceled your order because we weren't able to validate the information you provided regarding the order number listed below.” I contacted the number listed in the email as the number to contact for questions, and after a 10 minute wait on hold, was connected to a customer service rep, apparently from the fraud department?

I gave the rep my order information, she spent about 5 minutes looking over the order, then came back and said, effectively, “your order was canceled and I cannot disclose why.” Perplexed, I said, “let me clarify. Verizon has canceled my order and will not tell me why?” She confirmed that and when I tried to press on the issue, she said she couldn’t say anything else and ended the call.

I was shocked, I’ve never had an even remotely similar customer service experience. I immediately called back and explained all of this to the next rep I was connected to. At this point I was ready to say screw Verizon and stick with T-Mobile or look into AT&T. But rep # 2 was helpful…she looked over the order and sent me an authorization code. I read it to her, and she said she was able to confirm my order. Immediately after, I received the confirmation email and it appears all is fine with my order and my phone will soon be shipped. I asked if she could explain what happened earlier, and that I didn’t think I was given appropriate treatment, and she said she was not able to disclose why the order was held up. I didn’t push anymore as my primary issue was resolved.

The only thing I could think of was, as someone who works in cybersecurity, maybe some sort of alarm bell went off for me ordering a phone at 12:30 am? Not exactly prime shopping hours and could indicate a compromised account, but very weird that they wouldn’t tell me. It’s my account and my order, I’d assume I’m entitled to know why they (almost) canceled my order without any heads up.

Anyone ever have a similar experience? Hopefully things are more smooth sailing going forward…