How long does it take for an order to cancel

[Effietti]

I'm getting incredibly frustrated and every answer I have gotten has changed the next day or just been wrong. 

I tried ordering an Samsung Galaxy S10plus online. It was supposed to take 2 days. 5 days later there has been no update and support kept telling me "in 24 hours there will be an update", there were no updates on the order. My account was charged though.

So I finally cancelled the order, assured by support that there was no fee and I would get a confirmation that it was cancelled. I have not gotten anything showing it's been cancelled. Very frustrated, I went to a locale verizon store, thinking they could confirm it's cancelled and finally get my phone. 

They were nice, but said the order has been cancelled but it has to be processed, which should take 24hrs. BUT because it's a friday it most likely would not be done till Monday. I understand they could not do anything, but do not understand why it can't go through right away. ESPECIALLY on an order that was never processed in the first place.

I check my account today just in case. (The person at the verizon store said there was a small chance it would go through today). And nothing. I talk to online support. They tell me it wouldn't go through until Tuesday or Wednesday next week!!

At this point I am beyond frustrated and I do not like to be this person, but very seriously considering switching carryers. Support has been been friendly but incredibly unhelpful and has given me a different story every time. 

I'm posting here in the hopes that anyone in a similar situation could tell me how long it took to clear up. If they have cancelled orders that were "in process". 

[vzw_customer_support]

We are terribly sorry to read about the issues that you have had with the order that you placed. We strive to provide the best customer service and the most accurate information, and I apologize if that was the case. The last thing we want is for you to think about leaving us. How was the cancellation done? Did you get a ticket number by any chance? 

RogerZ_VZW

[Effietti]

Cancellation was done over the phone. I do not have a ticket number. 

[Robhm35_]

I have had same issue.  Trying to order new phone and i cant because i have a "plan change pending".  I canceled the order last Thursday.   Going to Best Buy tonight and order if its not resolved before i leave work today.  Everyone tells me the system has to update.  

[vzw_customer_support]

Canceling an order should never take that long! However if you had received the device and needed to send it back, it definitely could take some time, but it should be resolved by now. Have you tried visiting a corporate Verizon Wireless store? Best Buy would always have Verizon agents handy, but they do not have all the systems that we would- or the store. I hope this information helps. MichelleH_VZW

[vzw_customer_support]

We are dedicated to getting this resolved once and for all. I would love the opportunity to review the original order and the current status. I have sent a Private Note and will look forward to offering you more personalized account support. 

YaleK_VZW

[Chaixiong12]

I had this same issue too! Nobody apparently wanted to help me solve the issue, they kept giving me the run around saying they’ll resolve it or wait 7-14 days. It’s been a month and nothing! I’m thinking of switching services too because the Verizon customer service terrible!

[BFassnacht]

I'm having the same issue and customer service has been a joke.

[ycantcancel]

Have been with Verizon for longer than I can recall with 4 lines on the account, 2 lines recently upgraded devices on.  3rd line upgrade was placed as ship to store.  Within 24 hrs of placing the order store needed to be changed due to COVID restrictions.  Told only way was to cancel and reorder, not an issue but online i could not get the cancel to occur nor could the customer care person do it so said it needed to be escalated and gave me a ticket number:4211175.  Day later account is the same- reach out AGAIN and told the same thing and another ticket in, the previous has already been closed but did not remedy.  The past attempts we via chat welcome to day 3; this time sit on hold for 48 minutes- customer care tells me no problem then surprise they are unable to make the cancel and needs to reach out to other department to remedy then appears to hang up- go silent but i wait in hopes this didn't occur- no luck the phone off hook sound begins a few minutes later.  Day 4- via chat yet again this time rep does not say they needed to input a ticket they tell me spoke with other department and is resolved. 12 hours later account is in same state; chat again- like the movie grooundhog day i get the same response and yet a new ticket 4215276.  Here it is day 5 and guess what- same ole same.

My phone screen is black and why need to get a new device so I am without a functional device for going on 2 weeks and was waiting for the SE(2020).  Having no luck with acquiring from verizon direct opted to go the best buy path, I NEED A FUNCTIONAL DEVICE, and will fight the verizon battle another day.  However; since my number is tired to an existing inprogress order I AM UNABLE to get a new device no matter what I do!!  

Sadly I will keep trying until May 1st, that is 2 days from now, because I really do not want to do the alternative but at the end of my patience level now and appears there is no alternative but to leave verizon to get enable use of a functional device and obviously take 3 others with me since and close the door on verizon sine I am the main account holder.

Good luck to anyone else but I am hopeful the original poster of this thread had success and i will luck out and my story ends the same if a verzion rep reads this.

[ycantcancel]

Order still stuck pending in Verizon site; found a support person to free the link to allow me place an order through best buy so got new device after a dozen attempts to get someone that was not a drone and found me a solution

[vzw_customer_support]

We're terribly sorry for the whole ordeal with the order. I'm glad to read that we we're able to help you resolve this situation. Please don't hesitate to reach out if you need us. 

AaronS_VZW

[lbolt2020]

I am having this SAME issue. You'd think they would have fixed it consider how long ago your post was. We are considering switching to T-Mobile over this whole fiasco, and we can no longer even get anyone on the phone to assist us. 

[vzw_customer_support]

We know how important it is for your order to run smoothly. What issues are you having with your order?

EllisandraC_VZW

[g3n3b123]

Have the same issue, I placed an order to upgrade my phone on a thursday night. Saw it was not the one I wanted so I immediately cancelled not even an hour later and was told yes it would take 24hrs to be removed from my account. The very next night (Friday) I received an email saying my orderer was shipped. So I called verizon and they again affirmed that the order was cancel and that it will take 24hrs to reflect omnn my account so I was like ok. I waited until the next week on Monday and still it showed on my account, so I placed a call back to verizon and still they said the same thing. Even though its been over 72 hours and it has yet to be removed. As I am writting this it still hasnt been removed and verizon appears has no way to handle this situation. And as I can reading all the issues with verizon on this same matter from over the last past year. I would have to agree that maybe my business needs to go with a different carrier because a simple problem to having something cancelled and removed off someone account should be as simple as a click of a button in this high tech world today. 

[vzw_customer_support]

Hi G3n3b123, we're so sorry to hear there were issues with your order. We always want purchases to be an exciting and fun experience. We certainly don't want to lose you as a valued member of the family. As we will need to access your account to see your order details we are sending a Private Note to keep your information secure. We look forward to working with you there.  

Melissa_VZW

[DANFITCH]

On 8/22 I went to my local store and was told at the door I should just place my order through the Verizon app and they could bring my the iPad out to our car.  When I went on the app, it showed the store was out of stock, but another store (authorized dealer but not Verizon store) near me had one.  I placed the order online for local pickup.  We drove straight to the store thinking we'd be able to pick it up.  Dumb me.  I was told at the other store that because we ordered online we'd have to wait for the order to come through before we could pick up.  We'd receive an email from Verizon when it was available, probably the next day he said.   The next day was Sunday.  We heard nothing.  On Monday afternoon, I finally received a call from the store telling me that they actually did not have the iPad in stock either.  Tried to upsell me to a more expensive version.  No thank you.  He said he'd call one of his other stores and see if he could get one and call me back.  Didn't hear anything.  Called him on Tuesday.  He said he was still checking and would call me right back.  Didn't call back.  I called again and was told all he had was the more expensive version.  Still no thank you.  Order was cancelled on Wednesday by Verizon because we didn't pick up (there was nothing to pick up).  No big deal I thought....I'll just go online and order one for delivery.  EXCEPT I CAN'T because the stupid system shows I already upgraded the line and is not allowing me to upgrade without paying the entire amount of the iPad and won't let me finance as we planned to do.  I contacted customer support and was told I have to wait 5-7 days.  This is insane customer service.  I'm trying to make a purchase and through no fault of my own, I can't.  It's my son's birthday next week and he's going to be pretty bummed when he doesn't get that new iPad. :(.  BOO VERIZON

[69turbodmac69]

Similar situation. This is the 3rd time I have ordered a device online only to arrive at the store (after receiving the email telling me it's ready) and have to wait a ridiculous amount of time, and/or something about the system "blah blah blah, we have to call in etc.". This last time 09/12/2020, I went to pickup, the phone was ready on the counter but the transaction "wouldn't go through". Again with the store having to call in but no success. 20 minutes later he told to me to log in and cancel my order so they could process it right there in-store. I did,  big mistake. When the agent tried to process it manually he was told the cancellation would take 24 hours, "sorry about that". I left empty-handed and wasted a few hours of a Saturday for nothing. The best part is, my account updated immediately to show I had 24 monthly payments again - but on my currently paid off device! Nice work Verizon.

[Dst211]

I can confirm this policy is still in place October 2020  

This is so disappointing. I think it’s time to leave Verizon and just go with the iPhone lease/upgrade program. 

I had a iPhone preordered but needed to change the specs on the phone. I found one in stock on launch day but Verizon has this absurd 24 hour rule. This is a joke in 2020. And despite any issues Apple has, they know customer service. 

Verizon is the reason I can’t get a phone today.  I don’t know how they can make it up to me. All I want is the darn order canceled. 

[vzw_customer_support]

Oh, no! We don't want you feeling this way. We want to ensure you get your device as soon as possible. We sent you a Private Message to further assist you. - ChristianP_VZW

[dexterity]

I have the same problem. Verizon cancelled an order I placed directly with apple  due to no fault of mine. I attempted to order a new one and now it says I still have an open order. Yet, I have spoken with two different reps who claim this is not true. why

[vzw_customer_support]

@dexterity , 

We're sorry to hear that you had an order placed with Apple that was canceled, but if it was paid for and created directly with Apple, we would not have any access to it. If you had already contacted customer service where two separate reps had said that you were able to place a new order, where are you seeing that you have an open order? An open order would also indicate that nothing was canceled, and that it was placed through Verizon if it shows up in your My Orders page.