iPhone 15 upgrade
MrPlus
Enthusiast - Level 2

On September 18th, I took advantage of the Costco upgrade offer to upgrade 3 of our phones to the iPhone 15, 15Pro, and 15 Pro MAX respectively.

I was originally told an October 6th delivery.   This was then pushed out to October 28th.

On Saturday, October 14th I received an email that there was an issue with my payment and I needed to verify it.  I attempted to do this but there continued to be a problem with the Verizon system.  On the order it says that there is a payment problem that needed to be resolved by Sept 26th.  Apparently I am Marty McFly and have the ability to go back in time.

I called in today (October 16th) to discuss the issue.  I was informed by the agent that because it was past Sept 26th I could no longer update the payment information (even though the notice was just received).  She offered to cancel the order and replace it.  This would have put me back in the delivery queue (for delivery sometime in Novembers) and would cause me to lose the $300 Costco gift card.  

I asked for a manager as this doesn't seem right that I am put out because of an issue on Verizon's end. 

The manager eventually came on the line and after several minutes, was unable to do anything.  So my only choice is to go back to Costco, do this all over again, and wait until sometime in November.   After getting off the phone it appears that the manager cancelled my order as I can't do anything with it.

@verizon - please empower your managers to do the right thing.  

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vzw_customer_support
Customer Service Rep

We are sorry to read that you had this negative experience with placing your orders, and we'll make sure to forward this feedback on as well, as this is never what we want for you to go through when ordering a new device. If you still need any assistance placing your new order, let us know, and we'll be happy to help out.

~Freddy

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