The same thing happened to me except I ordered over the phone instead of by chat. I've called customer service multiple times and 3 separate times I have filled out an 'escalation' form with 3 different people. Each time they promise a response in either 24-48 hours or 3-5 days and each time I never hear back. When I call to inquire about the situation it just starts the process all over again. I don't understand how you can sell phones as buy 1 get 1 and then charge for both??? I've never been so frustrated with a company or felt this taken advantage of.