Caught in system limbo = my order won't process

Question

About a week ago, I ordered a Verizon range extender for my home, where the cellular service I get is incredibly weak (1 bar or often zero bars).  I successfully ordered the unit at the Verizon store from My Verizon online account, and received a confirmation ID.  When I check the order status with my confirmation number, it shows that the order has been received, is in process, but with no date for delivery.  The website said the order would be sent out in 2-3 days. 
I was not very concerned about the timing until I got an email from Verizon's fraud detection group asking me to call an 888 number to confirm my order. 
"Please call the Verizon Fraud Prevention Team at 888-483-7200 option 3, press 1 to verify this Order.
If you or an authorized user on your account did not place this order, please contact the Verizon Fraud Prevention Team as soon as possible.
Sincerely,
Verizon Fraud Prevention
So obviously the order tripped some flag, even though the new unit is being shipped to my billing address -- the same one I've had for 30 years.  I tried calling per the email, but the number supplied was did not connect me to the right part of Verizon.  Instead of the fraud detection group, it sent me to a Verizon legal information site, where I could process legal documents.  There were no options for me to talk to anyone or any way to get help.
Now I think my order is hung up forever in some legal limbo.  So I tried to contact customer service, but none of the telephone options let me speak to someone who could tell me how to get my order out of hold with fraud alert.  Voice recognition did not recognize "fraud protection"
At this point, i have a pending order, and no way to respond to the fraud alert request.  I tried a sales rep via chat.  He gave me another number to call, and that too did not give me a way to get a live support person, or anything about fraud alert for a Verizon store purchase.  So far, I've spent a couple of hours both online and on the phone to try to find someone who can resolve this problem.  What a pain in the butt!  This does not seem to be a very customer-friendly way to do business.  I've been a relaible customer for years, always paying bills on time, etc.  Why make it so hard for me to get help?
Automated customer support seems like a nice idea when it works -- certainly it puts the onus on the customer for getting the help needed.  But when it does not work, all it does is leave the customer feeling abandoned and/or very annoyed.

Answer 1

Thank you for following up.
My order was for Samsung Network Extender (SCS-2U01) and the order number is: (removed) placed on 2/23/2014
After placing the order, I got an email confirmation:
Order/Reference Number: (removed)
Confirmation Number: (removed)
As described in my post, we also received an email from the Fraud Protection team, to which i attempted to respond on the phone with subsequent time-consuming problems.  I recognize that Verizon is trying to protect me, however, the system in my case ended up harming me as i wasted several hours and experienced major frustrations trying to follow up.  In the past, I have experienced good customer service from Verizon, although the actual cellular service has been poor in my area.
I appreciate any help you can give in resolving my order, so hopefully I can get a better signal when using my cell phone at home.  If you were to review my account, you would find that my minutes and data usage are extremely low, which is a reflection on how badly the phones work around my location.  I'm hoping that the range extender will help me get better value out of my contact.
Thanks!
DF
Email info removed as required by the Terms of Service.
Message was edited by: Admin Moderator