I bought a Fold5 for one of my lines that has a broken screen. I was charged $2009 . I tried canceling the order due to a question of if I chose the right color. I was told I couldn’t cancel and that was fine but I never received the device. It was sent to a Verizon return center and I’ve never received a refund. It was ordered on Jan 12. So I have a $2000 charge on my Verizon Visa with no device and no refund. I’ve chatted with support 3 times with no resolution. They just keep telling me to wait. I have all documentation including receipt chat screenshots, tracking numbers, order number and location ID. I need this resolved so I can get my second line back up and running with a device without a broken screen.
Hello! We are truly sorry to see you in this dilemma. We know the importance of managing your account, especially if you are seeing an invalid Samsung Galaxy Fold5 Charge. Verizon is here to help.
FYI, you can always manage your bill/balance and acccount information through your My Verizon app. For more details click on this link: https://www.verizon.com/support/billing-and-payments/.
We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
I’ve not received a private message. What kind did you send it to? I have two Verizon lines.
Also, I’ve tried using the My Verizon app and it’s no help. It keeps saying the device shipment is pending even though the shipping date was almost 10 days ago.
I’ve yet to hear anything from other than Someone named Gilbert I talked to via secure chat. I was told they would be in contact shortly and I’ve heard nothing. Verizon charged my Verizon visa $2009 for a fold5 on Jan 12 and have not shipped me a device or refunded me. It’s almost to the point I’m going to go ahead and let Verizon steal my money and just go to ATT which is something I never thought I’d say. I don’t know if I can ever trust Verizon after this fiasco.
Refund has finally posted so this issue seems to be resolved at this point. Whoever helped thank you.
I spoke too soon. I’m a glutton for punishment so I tried reordering the fold5 and it now won’t let me purchase the device because it says I still have a pending order on that line. Even though that order had been canceled and I’ve been refunded. I need to get the old order cleared so I can create a new one please. Thank you!
Another update for the curious. Turns out Verizon Wireless did nothing for me yet. Verizon Visa has stepped up and refunded my card based on my disputing the charge and always paying my balance. They’ve gone ahead and done what Verizon Wireless should have already done. On top of all this I still cannot buy a new device because the line still has a pending order that Verizon Wireless has never finalized either way.
We are here for you, and want to provide you with all available information. We sent a Private Message to further assist you. ~Geo
update. I talked to the person above via private message and they are literally asking me if I have a Verizon account and then they want me to authenticate it for the fifteenth time. They literally want me to start all over. I’ve told them I’m done with them now. I got my refund from Visa and I don’t care anymore if they clear the order because I’m not upgrading that line any longer. I’d have to be some kind of crazy to stay with this company. They’re completely nuts.
Also, my last message to them was telling them if they want me to authenticate my account again then have a human being in the united states call me. I’m not talking to anymore artificial intelligence, or bots or people who don’t understand English.
Just another update. Nothing has changed. They keep private messaging me asking the same questions over and over again wanting me to authenticate my account for the fifteenth time just so they can tell me there nothing we can do we need to escalate it but they never do. They keep asking me if I still have a problem and the answer is yes I do.
Latest update:
I finally got a hold of someone at Verizon who actually cares about customers. She couldn’t fix my issue because the only way is for someone in the IT department has to go in and manually delete the pending order. An IT ticket has to be created. This wonderful woman at Verizon even called me back when we were accidentally disconnected. She has also promised to call me Friday to confirm that this issue has been resolved. Hopefully it will be. I can tell you this. The people that I talk to via private message/Verizon assistant are completely worthless. All they do is give you the runaround and keep repeating that they’re here to help me. But they never do. Just lies. I will update this again when I know more.
Oh, no! We are sad to see you feel this way, the last thing we want is for you to have a negative impression of Verizon. We want to offer the support you need.
First of all, we are glad to see your order refund was established to your credit card. We know the importance of having your finances in order.
Regarding your "pending" order status, we sent you a Private Message. Please review at your earliest convenience.
~Gilbert
Another update.
Gilbert above makes it sound like everything is ok and it’s not even close. He didn’t help me at all. I did what he said above and I was connected to the Verizon fraud department. They took all the same info I’ve repeated 100 times now and they say they’ll call me back on Sunday. Today is Thursday. The lady was very nice but she again could t seem to help me. Nobody at Verizon seems to be able to help me. I’m trusting that this lady will call me back Sunday with good news. All I need is a pending order removed so I can order a darn phone to get the line back up and running. I’m literally becoming exhausted by all this.
Just another update
nothing has changed. Another week gone by and that line still has a pending order preventing me from upgrading the line. At this point I’ve gone to all my important contacts and removed this number. Banks, friends, etc. This way I can go to ATT and port the good number over to them and just dump the number Verizon has hosed. I’m on my way out the door and Verizon seems to care zero. Maybe it’s just meant to be. Something is seriously wrong at Verizon and in the end it might be best that I’m forced to another carrier.
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