On March 16th I finally gave in and did an online upgrade to an iPhone Mini, complete with a 3-item bundle of accessories (at %30 off). Or so I thought.
The next day I received an automated call that my order had problems. So I consulted the chat tech. He couldn't help me and referred me to the phone call-in system. So I called and got in touch with call-in Agent #1. I told him that my order was on hold due to whatever problems Verizon was having. He looked and found my order had been CANCELED by the chat agent, which I never asked him to do. "No problem," he says. "We'll just start another order," he says. So over the next 1.5 hours, I patiently work with him to do something that took me 15 minutes online. He assures me that everything is fixed and I'll have my shiny Blue iPhone Mini soon.
The next day I get another automated call that the NEW order has problems. Of course, it does. So I get the joy of talking to call-in Agent #2. Oh boy! Another 1-2 hours of my life waste away and he promises me it's fixed. This time he doesn't know when the phone will arrive, or even ship. I'm given a vague "sometime soon". Wonderful.
The next day starts with an auspicious email from, you guessed it, VERIZON! I'm the luckiest guy on the planet to have a third consecutive day with problems with my order! This time I go into a local store because I've wasted somewhere in the vicinity of 4 hours of my life on THEIR screwup. The store rep actually asked me to come in to try and fix it. I spend 45 minutes in traffic to be told he can't help me and that I have to...CALL the 1-800 number. I'm nearly speechless.
I work my way home and call the line. Again. This guy assures me we're going to fix it this time. Eventually, he calls another dept. That dept. tells him there are two fixes, and he already tried one to no avail. The other is to cancel the order. Fine. Cancel it. He assures me it's canceled and that in 24-48 hours it will cancel in the system as well. 2-4 days to cancel their screwup? Absurd. Ridiculous. Unacceptable.
Three days later - today in fact, not only is the second-order STILL IN THE SYSTEM with problems but so is the first order. I have no been refunded my 60 Verizon device dollars, I'm assuming the Verizon credit card I applied for also still has the charges on it for this whole transaction, and the real kicker...my account now says I owe the full device cost of 799.00 for my Galaxy S8 that's been paid off for years.
At this point, Verizon's failure has cost me 6 hours of work time, endless frustration, and am no closer to fixing THEIR problem than I was last week. Now when I try to call the local corporate retail store I'm instantly sent to the automated line. The customer service is beyond abysmal - it's literally the worst I've ever encountered and I'm very, very close to ending my 14-year customer status with them because of it.
This is not an unusual problem. It usually results because some of the information does not match what is in the Verizon account. Either the Credit card isn’t matching something that’s on file, the address isn’t matching the credit card and the billing on the account, or the name on the credit card doesn’t match the Verizon account or the shipping address.
carriers have become very sensitive to the amount of fraudulent orders are placed on accounts. Because of that they are looking very carefully to make sure that all of the information matches. Since you are probably placing the order with the same information each time, pause for a minute and double check all of your information.