12 Pro Max Order on hold for payment

[CassieT]

I pre-ordered the new iPhone 12 Pro Max on launch day using apple pay and the payment was accepted. The following day, I received an email saying my order was on hold for payment and to update it. I changed payment to my credit card and it was again accepted - this time my account was billed and the charge posted. However, I once again received another email stating that my order was still on hold and to update my payment again.

When calling customer service, they say there is an error with the system and they can't change it on their end, they suggest I cancel my order and re-order it but the phone is now on BACK ORDER. I spent hours talking to various reps who had no idea what the issue was and could not help me. Another rep suggested that I just "wait and see" if the order goes through and ships. 

When manually searching for my order using the online order #, there is an issue and it can't pull up my order. When using the automated chat bot it searches for my order using the store order #, not the online order # - and it says the order is good to go and pending shipment. 

No one has provided any clarification as to what is actually happening and my account was already billed for the new phone. This is completely unacceptable and does not make sense that Verizon would struggle this much to implement a new product when they have done this exact process hundreds of times before with various new phone launches.

Anyone else having a similar situation? 

[NDocken661]

And as of right this minute, I can not schedule a call back until December 3rd! I need to speak to someone today please! I’m off work at 2:30pm pacific time. I’m in Southern California. Can you make a call back for me today?? I need to take care of this as I’m now without my new phone and it pre ordered it on the 12th of November!! 

[vzw_customer_support]

We work online in this medium. Allow us to continue our investigation here by leaving us a Private Note, or responding on a previous Private Note. 

VZW_Robert

[vzw_customer_support]

I know how important it is to have your payment information up to date. We're not able to take the payment information for your order. Have you tried calling our Sales team at 800-256-4646, to get help with your payment?

[NDocken661]

I have already paid on my end and I have the proof from my bank account. How else would I be able to sign the contract and I have been paying my bills and have my card info on file with you guys for auto pay that is set up. Why is it showing on your end I never paid when the total amount due on the 12th of November when I pre ordered it was $324? I took screen shots of the before and after purchase for documentation for issues just like this. Not anywhere on you payment page does it say $324 due when shipped or anything. It said amount due today. Not 2 weeks from ordering it. I even paid my first month of service earlier than the due date. If you guys are having problems on your end that’s not my fault and have to be charged again. I will not update anything until I’m promised I will not be charged or pay you guys one more cent until my first phone payments kick in next month. 

Also where is my trade in kit that I had to call customer service over a week ago to re send me still? I never received either one of the two that should have been shipped to me to send you guys my device....

[vzw_customer_support]

We definitely want to see what's going on with your order and trade-in kit. We'd like to take a look at your account. We would need to do that in private. Please send us a Private Note for assistance.

[Vbonk]

Dang. Same here. Was trying to bring my business from ATT to Verizon. It could not be more difficult and time consuming. Hours and hours on chat, the phone, at the store, and via email with nothing to show for it. We are at the exact same place as when I made that first call to support so many hours ago. 

[vzw_customer_support]

We are happy to help you via this channel, Vbonk. You mention that you were trying to bring your business to Verizon and you have spent some time on the phone and with our chat team. What specific issues are you experiencing to join our Verizon family?

AntonioC_VZW

[Prici0994]

Have you been able to solve your problem ive spent hours over the last 2 weeks I am currently on the phone but I just keep getting thrown around from rep to rep Its very frustrating especially when I have already been charged for something I am yet to receive

[vzw_customer_support]

Prici0994, we're here to help in the best way we can. Please meet us in a Private Note as to allow us to collect additional information. 

[jjandj]

I preordered the iPhone 12 Pro Max on November 12 with a delivery date of December 4. I was told the payment went through on the secure form. On November 24 I received an email from Verizon that my order was on hold. I immediately contacted Verizon on live chat and was assured everything was fine, that it was showing that because it was a preorder, and that my bill had just been paid and might take a day to update. 3 days later I logged in to my account and saw it was still on hold. I live chatted again and was again assured it would be fine. On December 2, when I thought my order would be shipping soon, I live chatted again. This rep thought to ask me if my payment showed up on my bank account. It didn't. I realized that they had initially tried to process my card with my husband's name, and I assume it didn't go through because of that. This time, speaking with two live chat reps who checked with sales and customer care, and on the phone with sales, who supposedly checked with a supervisor, said I could not do anything to update the payment since the device was backordered, but that I did not need to cancel and reorder, it would ship as scheduled and I'd be billed later. My account is still on hold on December 5 and I thought my phone was shipping by yesterday at the latest. I've spent hours and hours chatting and waiting on hold on the phone (as I am right now). I wish I had bought the phone from Apple. Customer service has been awful, running me around in circles.

[AK44]

I'm having THE SAME issue this year, with the iPhone 13 Pro that I pre-ordered and no one can take my payment or help me. They just keep cycling me back and forth between departments that "can't take payments".  It is beyond frustrating. Then I have to tell every support person what I'm dealing with each, time I try to contact. It's like they have no history of anything or are too lazy to look it up.