Update = Due to the private data involved, this was resolved by Dell agents via private messaging.
Hello, I don't know where else to go, but Dell support isn't responsive and it takes over 40 minutes to connect to a representative and they keep ping ponging me to different departments, never calling me back if they say they will, and even have hung up on me. One agent gave me their email and then I emailed in text the situation and then I never heard back even when following up multiple times. I even opened a support ticket and even though Dell says they will get back within 1 business day, I haven't heard back after about 2 weeks. Someone make a fraudulent exchange with my account for an Alienware laptop I ordered in 2021. It was mailed to them in a different state and the address even has their name, because of this, my ordered laptop no longer has it's warranty and Dell has it flagged to be sent back. I would like this fraudulent exchange order removed from my account and my ordered laptop to no longer be flagged to be returned.    Hopefully some support rep can see this and have this issue escalated (there should be relevant support cases tied to my account), as I have been trying to take care of this issue for almost 2 months now.   Thank you.
Fraudulent Exchange Order on Account