I placed an order for an Iphone 15 Pro Max, 512gb, White Titanium, Unlocked, from the Amazon Renewed Store. The seller/shipper is Amazon. I payed for this using half giftcard and half Amazon visa card. The package was delivered on July 14th, 2026. The Amazon box looked fine and untouched. So I opened it and inside was a smaller white box from Amazon Renewed, the tab was lifted up and not secure. Also it felt pretty light. I opened that box to reveal no Iphone, just a charger. There was no phone in the box. 

I immediately contacted Amazon customer service and they issued me a refund using the original payment. Which was great! And I guess too good to be true. Hours later I received an email from Amazon Account Protection Services giving me a warning message regarding the refunds on my Amazon account and stating they canceled the pending refund for the Iphone. Then in the email, it gives me an appeal form to fill out if this email was an error, which it is. 

So I fill out this appeal form stating everything in detail of what happened with this order and how I never got the phone I ordered. I also explained the last returns/refunds on my account. 

1st refund : Air purifier filters I had purchased but Amazon said they were unable to deliver them and would try again later... they never got delivered so I just cancelled that order and reordered it. 

2nd & 3rd refund : I ordered three 4th of July shirts, I only kept one and decided to return the other two shirts. Amazon told me just to keep them and there's no reason to return them and issued a refund to me. 

I explained all of this in that appeal form. I then recieve an email back on July 16th, 2026 stating,

"We confirmed the Apple iPhone (Renewed Premium) 15 Pro Max, 512GB, White Titanium - Unlocked from order number ####### was in the box given to AMZN\_US at the time it left our fulfillment center.

AMZN\_US has confirmed that they delivered the intact box to you, which was corroborated by signature on 14 july 2026. The driver did not note any evidence of the package being tampered with, and handed it over when they received the signature. Therefore, we will not be refunding or replacing this item."

This is weird because I never once signed for this order. Why are they stating I signed for something I never did. I have the delivery photo the Amazon driver took leaving it by my front door. So I sent another appeal form explaining all of this again and how I never signed for this order. No response, sent another one, no response. I contacted customer support, she told me to submit another form and I did. This time I did receive a message back stating the same thing, the box was delivered intact, it was signed for, no refund, and now they may no longer respond.

I contacted the [ofm@amazon.com](mailto:ofm@amazon.com) saything everything I did in this post and added pictures of the email and the delivery photo. And I got a response saying they reinstated my amazon account and then got another email saying they're sorry I got locked out of my acount and to reach out about it. ??? I’m so confused I never got locked out of my account and as far as I know my account was never closed.

I contacted Amazon Customer Support again and they said there's nothing they can do and just sent me another email telling me to submit another appeal form. I also emailed [Jeff@amazon.com](mailto:Jeff@amazon.com) and [Andy@amazon.com](mailto:Andy@amazon.com) but have yet to hear back.

I am so mad and so frustrated with Amazon for this. And I'm lost on what to do next. I spent $800 of my money on a phone I never got it. Now there's no one from Amazon who I can contact to talk to about this issue. Customer service can't help and the Amazon Account Specialist seems like a computer bot just regurgitating the same information. I only ordered this from Amazon because I thought they were trustworthy and reliable, and had really good customer service. And I've never had a problem with them before. This has been such a nightmare. I thought this was a reliable company and that it had good customer support if something were to go wrong. 

If anyone has any advice on what to do that would be really helpful. I could dispute the charge but I'd still be out $400 in Amazon gift cards. And I think if you do dispute a charge they'll close your account. (also to note my other package (the white one) was screen protectors for this phone and they were in there.)

Missing Iphone and denied refund, also claiming I signed for it when I have proof It was left on my porch