PROVIDENCE, R.I. (WPRI) — Christopher Bevan ordered the new iPhone in early September, but when the device was delivered to his home there was nothing in the box. Bevan said he ordered the phone at an independent store in Pennsylvania, which charged his Verizon account for the phone that never came. "I knew something was wrong the minute I picked the box up off my porch. Because the box was way too light," Bevan said. He said he spent hours on the phone talking to customer service at Verizon to try and get his issue sorted out, but he was still being charged for a phone he did not have in his possession. "They charged me for an upgrade fee," Bevan said. "They charged me an activation fee," Bevan said. Bevan said with nowhere else to turn, he reached out to 12 Responds. "I was at my wits' end after over 17 hours of talking on the phone with 14 different customer service agents," he said. According to a company spokesperson, the store the phone was ordered from is independently owned and operated. After 12 Responds reached out to Verizon, Bevan said he received an apology from the company. The activation fees were removed and credited to his account, and he ultimately purchased a new iPhone at a local store. Sarah Guernelli ([email protected]) is the consumer investigative reporter for 12 News. Connect with her on Twitter and on Facebook. Close Thanks for signing up! Watch for us in your inbox. Subscribe Now Daily Roundup SIGN UP NOW