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Preordered for the Apple Watch 6. I already signed T and C with agent on the phone. Now it’s telling me order will be cancelled October 19 if I don’t accept Terms and conditions. Unfortunately My Verizon app won’t let me do that. Agents on the phone are also unable to help.
Congrats on your new Apple Watch order Nikkaela25. I'm sorry you were unable to complete the order. We can take a look at the entire order to check why its being held up. I will send you a private message so that we can verify your account details. You can also reach this team through Facebook and Twitter to get this issue resolved. We look forward to hearing from you soon.
I have called multiple times. Told it looks fine on their end. Mine continues to say hold. Just like many other customers. How do I get to someone who can actually address this problem? Thanks and stay safe!
This is very strange,annieb4. I am sorry to learn of the difficulties that you are experiencing trying to accept terms and conditions, and we want to make sure that this issue resolved for you. You mentioned that you were provided with an 877 number that you also called, please share the full number that you called so that we can see what the number does on our end, and determine the best next step to resolve this issue.
AntonioC_VZW
When I try to accept the terms and conditions, it says terms and conditions already accepted and can not complete the task in verizon via web page. When I try in the verizon app, it says it can not process my request and to call
800-922-0204. Which i do and no one can help. They just say that it is okay on their end. On my end, it continues to be on hold and I have until 7/7 to accept the terms. With others that have been through this, the orders remained on hold contrary to the assurances by Verizon reps that everything is okay..
Thank you for providing such detailed information and it's truly appreciated. As a valued customer, your concerns are always our top priority. We apologize for the inconvenience you're experiencing as a result of not being able to accept the Terms and Conditions. I'd be disappointed too if this happened to me. Rest assured our Leadership (Management) will be involved in this matter. May I ask if this issue has been escalated for you?
We understand how urgent this mattre is and rest assured it will be addressed and resolved. We also noted your reference to not receiving assistance when calling our Customer Service phone number (800-922-0204). This is not the experience we ever want for any of our customers and we're confident that you'll receive the assistance needed once our representatives have reviewed notations made on your account. We ask that you contact us again at our Customer Service phone number. Please keep our team updated. Thanks. - RobertC_VZW
I am having the same issue, how is this even a thing. Not to mention it took me 3 days and over 5 hrs on the phone just to order 2 phones. And now they’re on hold for not accepting terms and conditions. When I go through the app it says that they’ve been accepted for both phones. But yet they are both on hold. I called in to fix this, and they told me to go through the email which I did and accepted it. The rep refreshed her page and said it still didn’t accept, so she had to send me to an automated system. Well turns out she sent me to an automated system to change my phone number. Big help, hung up and I’m at square 1 again. How is Verizon so incapable of simple tasks? What am I suppose to do when the company doesn’t even know what to do???
100% my issues as well. They say there is nothing on their end they can do. I also had to be on the phone and the chat for over 2 hours to order 2 phones, and they couldn't even send it to my address, I had to send it to my parent's house. Then they put them on hold for the T&C which none of us can sign and there seems to be no solution for. Pathetic.
First i should mention just trying to get my kids replacement watch nothing tough right
So i have been going through this for 2 months. I have spent over 10 hours on phone or chat and either get disconnected as they are researching or connecting another department or given multiple different answers with no resolution . I have screen shotted most chats just to show difference in answers that always end with no resolution . I understand its not the person on phone/chats fault so am always nice and respectful however today i broke
down in tears and begged for help but still in same place tonight and still waiting on promised call back.
So even though I excepted terms and conditions in nov and again in dec - they are asking me to do it again and it wont allow me to do it online or in app (even if use the mailed link). I was also given the 1-877 number and told it was for T&C and I could do it verbally but guess what thats now customer service. I was told by this rep you can’t do it that way anymore b/c dept doesn’t exist -oh and to top it iff the rep can’t figure out how to get online to work either and can see there is an issue.
So told I can cancel and reorder but after multiple reps trying to merge call with sales group to set this up and getting disconnected every single time i give up. I am so sad b/c my kid really wanted this watch from Santa - then we pushed to his bday which now passed and still no watch. STILL PENDING b/c T&C broken and real live agents cant do anything about it
I almost switched our family plan to verizon this year but thank goodness i did not b:c worst and I mean worst experience ever and I rarely complain b/c understand the business/customer side . I recently had an at&t issue and not only did they answer in 6 minutes but they also called me back when promised and I got resolution after one call. Oh and was told if didn’t feel it was resolved i could talk to a manager. Verizon managers i was told are not doing customer service for verizon
Like I said worst experience ever. I never write negative reviews but this is that bad
Same here. The app tells me my order is on hold because I need to accept the terms and conditions. When I try to accept the terms and conditions, it tells me I already accepted terms and conditions. Verizon must have gone cheap on the web programmers and now nothing works right.
Verizon, I’m putting you on notice effective immediately. I WILL NOT BE PAYING MY BILL UNTIL THIS IS RESOLVED.
I have removed autopay and until I get a tracking number for all of the phones I’ve ordered, you won’t be getting a dime from me.
Update: This is an update to my previous post. My order has changed from “On Hold” to confirmed. After I made my post, I deleted the My Verizon app from my phone, restarted my phone, and then reinstalled the My Verizon app. When I when into my action item details, it told me “Terms and conditions are not needed for this order”. This was a completely different message than what I have been getting for the past 2 days.
When I went back out to the main page of the order, it now says “Order confirmed” with only one action item instead of two.
Will update if my order progresses. Hope this helps someone.
Update #2: I received my order about 3 days after my previous update and all is working well with my new phone. I’m now in the process of sending in the trade-in. I’ll post another update if there are problems.
If anyone else is having problems getting your order confirmed, I suggest you try what I did.
1.) Delete the My Verizon app from your phone completely.
2.) Turn off your phone completely and then restart it.
3.) Download and reinstall the My Verizon app and login.
Update #3: Now after having sent in my trade in phones, UPS shows that Verizon received the phones on Jan. 3. It is now Jan 6 and only one of the trade in phones are showing up as received on the My Verizon app. When I contacted customer service, they also verified that only one phone has been received. So is their a theft problem at your receiving area Verizon?
I have my receipts from UPS that I indeed shipped the phones, but now I’m again at Verizon’s mercy and waiting for them to use their incompetence to figure out why two of my trade in phones are missing. That’s $1600 of possible trade in that I will be charged for if they can’t figure this out!
This sale has literally been the worst sales experience I’ve ever had. Verizon is definitely a company that doesn’t give a single care about its customers. Never again will I buy anything from Verizon through telesales. Absolute garbage service!
Will update again if this is resolved.
We apologize for this experience, John214. Thank you for the helpful updates. Our goal is for you to take advantage of all the available trade-ins. Typically, the trade-in process takes around 1-2 billing cycles. We recommend checking our trade-in status website for updates using the Submission ID: https://www.verizon.com/od/trade-in/checkStatus#/
-Gerson
Downloading app and trying this route did not correct the issue for me. Same problem. Ordered phone, processed accordingly, received receipt, order shows “on hold” due to not accepting T & C (even though i did accept them), will not allow me to accept. No live rep has been helpful. We all know the automated rep is a complete waste of time. Appears correct on their end. Extremely frustrating. Verizon needs to get this corrected.
This isn't the experience we want you to have. Are you still having issues accepting the T&C?-Joel
I'm also having an issue with VZW unable to allow me to accept the Customer Agreement T's and C's, whether online (using their line), My VZW app, or by calling the phone number they provide. At no time do they actually provide an opportunity to enter the six digit "authorization" code. And yes, every chat and phone agent gives you the copy-and-paste disingenuous feel-my-pain messages, yet NO ONE actually gives me a straight answer. What I want to know is this: WHEN will you have the KNOWN issue of customers being unable to complete their agreements, and what's your workaround for customers like us WAITING for a new device? Q#VZWcustomeragreementsknownissue #VZWagreementssuck #VZWtermsandconditionssnaffu #VerizonAGreementsIssue
Oh,no! Dealing with service issues can certainly be frustrating, especially if its affecting your agreement/order process. No worries, we are here to help. Please send us a Private Note to better assist you. ~Gilbert
this is the EXACT thing that is happening to me and no live person via chat or phone can help me and I am LIVID. just a quick google search tells me people have been having these issues for years and it has not been resolved by verizon. I feel stuck. I was told I can cancel my order and place a new one but I am not about to risk getting into a situation where I get charged multiple times and have a mess trying to correct that. I already paid my upgrade fee and the payment was processed. I DID accept the T&C's and there is still a hold showing on my order but when I go through the process to accept them again, I'm told they're already accepted. WHY IS MY ORDER STILL ON HOLD THEN!?
rbrandt28, we never like to hear that you have come across any kind of issue with your order. May we ask when was the order placed? Was it done online/website, through our app, in store, or with a sales rep?
-Christine
Thanks for reaching out, john214. We want to make sure everything is in order so you can get your new device ASAP! Sorry about the initial issues with the order but greatly appreciate the insight and feedback. I am also pleased to hear about the update. It sounds like all is in order. Please keep us posted if there is anything else we can help with. -Chris
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