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Cannot update payment information for pre-order

I pre-ordered iPhone 12 on Friday. The charge went through on my Apple Card through ApplePay. Now VZ is saying I need to update my payment information. The charge is no longer on my Apple Card. I cannot proceed with updating the payment information because the site keeps messing up. I have tried various browsers on three different operating systems. VZ says they are unable to change the payment information on their end. How can I get around this?

Comments

Doggo

Order from Apple directly?

sonictechno

Lol, if I could I would. I am stuck on Verizon's upgrade program. Thanks for the answer.

Nonfatlatte

The same thing happened to me. After spending hours on the phone with Verizon yesterday, I was told the only way to fix it is to cancel my preorder because the system was stuck. I had a deliver by 10/23 date on my preorder and now I can’t even place a new order, which is showing as an 11/4 ship date on the site, because my trade in doesn’t show as an option at checkout anymore. They told me I have to wait 24 hours for the cancellation to process in their system.

sonictechno

I eventually just cancelled it and got it through Best Buy. They offered more money for my existing iPhone 11 and I can pick it up on Friday, supposedly.....

Verizon_Support

sonictechno, we're sorry to hear about the trouble you've had updating the payment information on your recent pre-order. We'd love to help right away and take a closer look at your account to find out what's going on. We'll be sending a Private Note to better assist.

LauraF_VZW

mforchetti6316

This exact same issue is happening to me. @vzw_customer_support
what can I do to get this resolved? Do I also need to cancel my order and go elsewhere to get my phone? Please help!

Verizon_Support

Making sure that your pre-order for the iPhone 12 is in tact, is priority. I will be sending you a Private Note to assist.

Verizon_Support

Sonictechno, while we are sad to hear that this led you to cancel your order, we are glad that you will still be receiving your new device and hope that you will love it. Here is a link to help you get started once you receive your new phone at https://www.verizon.com/support/knowledge-base-235468/. LorenB_VZW If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

VerizonUser94

Same issue here, absolutely unbelievable. Why is Verizon refusing to take our money???

Verizon_Support

VerizonUser94, I know how exciting it can be to have your preorder set as we want to make this a smooth process. Our goal is to help. I have sent you a Private Message. Please respond.

3368806411

I have been on the phone and on the chat trying to get the iPhone 12. It has charged my account then returned the money for days now. It has taken money for my bill but for some reason will not accept my money for the order. Honestly, I am debating leaving Verizon because they are not letting me pay for it and basically gave me the run around instead of letting me charge my account.

Verizon_Support

Hello, we can look into this for you. Please send us a Private Note to proceed.

jyu94

Pretty insane... so I was supposed to get my iPhone on Launch Date 10/23. I get this same exact error right before it ships, and it's impossible to update my payment info. Verizon tells me I have to cancel the order and re order. Of course this puts me out of line. Now, as I'm supposed to get the device TOMORROW, the same exact thing happens. And they want me to cancel AGAIN. This is so ridiculous. Apparently it's their new "fraud" detection system that is acting up. I just don't get why it's happening to my one line when my two other lines were able to get the iPhone. So frustrating. I would go to Apple but their ETA is now end of November/December!

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