12 Pro Max Order on hold for payment
CassieT
Enthusiast - Level 1

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? 

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31 Replies
vzw_customer_support
Customer Service Rep

CassieT, we do not want to keep you waiting or work with assumptions seeing that you have reached out to us about your pre-order on numerous occasions. Seeing that you have already been deducted the amount for your order, I am committed to making sure you get your new iPhone as soon as possible. Please respond to my Private Note that I have sent to you so that we can get this matter resolved. I appreciate your continued efforts and promise that you will be supplied with a solution. 

 

AkaneM_VZW

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Skptn
Enthusiast - Level 2

mine is on hold for accepting terms and conditions which have already been accepted and the rep on the phone taking my order verified that my signatures on both items and my payment went through. I have talked to 3 different reps and got 3 different answers, meanwhile it's still on hold and says if I don't accept the T&C by 11/22 my order is canceled. This is beyond frustrating, please do something  to resolve this!!!!

Rssanchez
Enthusiast - Level 1

I have the same issue! Did you get it resolved? 

Skptn
Enthusiast - Level 2

My situation was resolved thankfully 

Mckell1997
Enthusiast - Level 2

How did you resolve it? I’m have the same issue.

vzw_customer_support
Customer Service Rep

Mckell1997-

We want your order to complete without any hiccups. Please respond to my Private Note to further assist.

 

-Carmen_VZWSupport

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iceethree
Enthusiast - Level 1

I am having the same issue. i tried calling sales, and they said that they couldn’t not complete my order AFTER taking all my info and assuring me they could fix it. then, they told me to contact customer care. i did, and they were no help. every time i try to change payment info it wont even let me past the page where i input my info. i’m just trying to get my phone delivered. i have no idea what the issue is, and the reps don’t seem to know either. very frustrating.

blink182
Newbie

who and how were they able to help? i have the same issue

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vzw_customer_support
Customer Service Rep

We always want you to have an easy time ordering your new phone. We'd like to see what's going on. Let's get to the bottom of this. Please send us a Private Note for assistance.*Melissa

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JRothstar
Enthusiast - Level 1

I am having the same problem. I asked the status of my order, and asked if VW received my payment. The VW customer service was no help and had no clue where my payment went even though VW already accepted my payment. They had no idea when my phone will ship. They just said, well your order wasn’t canceled. I will just have to keep calling to find someone that can actually help especially since VW had no problem taking my money but they don’t want to deliver the product. If anyone has an idea of what to ask or say to customer service that might help get this resolved, I would appreciate the feedback. 

vzw_customer_support
Customer Service Rep

We know how important it is to have the details and confirmation of your order and we want to make sure that you get the help you need. We are sending you a private message to further assist you.

Vbonk
Enthusiast - Level 3

Same thing for me. Wow, what a hot mess they’ve created. Making it hard for customers to do business with them seems to be in their wheelhouse. 

NDocken661
Enthusiast - Level 2

I’m having the same issue right now! I’m always smart and screen shot all important information when making large purchases from my iPhone. So I have documented proof I was charged. Even signed the agreement papers! And I was charged on my chase account for my down payment and sales tax a total of $324!! I pre ordered the 12 Pro Max and I’ve been waiting almost two weeks for the phone. I get an email last night stating there’s a problem with my order and to update my payment information! I signed the contract retail agreement and everything back on the 12th of November! I even spoke to a rep last week and she said everything on my account looks good and I should be getting the phone on my scheduled delivery date. So what the heck is going on?? This is absolutely not looking good as I’m a brand new first time Verizon customer! In the signed agreement it states you can not hold my device for missed/faulty or late payments!! And if your system messed up that’s not my problem and have to suffer and wait longer to get my new iPhone! Also never received my trade in kit and the rep I spoke to even sent another kit. Still have not received either one! Verizon please do something for me ASAP! 

vzw_customer_support
Customer Service Rep

NDocken661, this certainly isn't the experience we want for a new customer and apologize for the delay with your order. Help is here. To confirm, did you update your payment information as requested in the email?

 

LorenzoP_VZW

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NDocken661
Enthusiast - Level 2

I have not updated it yet since I do not want to get charged again. If you guys promise me I won’t be charged then I’ll do that. I was supposed to already have my phone by today.....I have my lunch break at work 3pm-4pm pacific time. Can you guys call me at 3pm to discuss? 

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NDocken661
Enthusiast - Level 2

Verizon what do I do? When I was charged I signed the contract retail agreement and on that agreement it states you guys come up with that device from me. I tried having you guys call me by selecting call me back on the app and I’ve done it twice each time when I go to answer they hang up on me. I’m supposed to get my phone last Friday and pre-ordered it on the 12th of November. This is starting to get ridiculous, either send me my order or contact me ASAP about this problem. Because now you guys are just holding my phone from me. 

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NDocken661
Enthusiast - Level 2

Apologize for the typo in last post, 

 

****And on that retail agreement it states that you guys can not hold the device from me.*****

That’s what it should say. 

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vzw_customer_support
Customer Service Rep

We definitely want to ensure that your order is completed, NDocken661. To clarify, you were charged the full amount of the order, and then got an email stating there was a problem with the payment? Have there been any updates since then, and were you able to get in contact with our Sales team?

 

BrittanyR_VZW

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NDocken661
Enthusiast - Level 2

I was charged $324 and some change (down payment & sales tax) that was due the same day of the pre order and it was taken out of my Chase bank account instantly and took screen shots of the payment from Chase and from you guys. I even have the “Thank you for your purchase” email you guys send right after. And I also signed the contract agreement form from you guys for the monthly payments of my device with trade in. This is the first device purchased/financed though you guys. I have not been able to talk to anyone. I work for Apple and I’m working during your business hours each day and have no time to be on hold forever on my lunch breaks. On the Verizon app, I can’t even schedule a time for a call the same day and the only two times available the following day are when I’m working. So this is getting really annoying.  

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vzw_customer_support
Customer Service Rep

The amount you were charges is the taxes and any down payment added will be based on the credit of the account owner. The down payment comes out of the retail price of the device, and lowers the monthly cost to pay off said device. If there is any other information on our Device Payment Program, we are here for you. Please let us know if so.

 

 

VZW_Robert

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