On hold with fraud for SEVEN HOURS. What is going on???

So, last night, I got a text that my “new phones” were available for in store pick up. Problem: I never ORDERED any. It was past closing time for customer service, but I was able to use the My Verizon app to chat with a rep, who assured me the order would be cancelled. At 8 am, the order was still active, so I called Fraud and got through in a brief 30 minute hold. Was given a case number, assured that again, no one could get the phones, all was well.

Fast forward to noon. I get another text. Great news! My order was picked up — $4000 worth of iPhone X’s. Called customer service, read them the riot act. Seems the call to fraud never made it to the store (my fault for not calling the store, but I was repeatedly told all was well!). We’ll put you through to fraud.

I have been on hold EVER SINCE.

Is this normal? Any way to escalate?