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***Announcement: Early next week, we’ll be merging the current Fios and Wireless Communities into the all new Verizon Community! Beginning the evening of Sunday 12/4, both Communities will be placed in read-only mode. You’ll still be able to visit the Communities and browse content, but login will be disabled. On the afternoon of Monday 12/5, all users will be able to log into the new Verizon Community. We expect the new Community to be fully functional the morning of Friday 12/9. Additional details can be found in the Announcements board and under Featured Topics!
Order on hold - cannot update or cancel
doneal24
Member

I placed an order on 9/16/22 to upgrade two lines to iPhone 13's. Order was place in a Verizon store (not an affiliate). We selected the phones, confirmed the account at the store, include showing a driver's license and credit card, electronically signed paperwork to have the phones shipped. Changed the color on one phone because the desired color was on backorder. Both phones would ship within 3 days. I have since been getting daily emails saying the order is on hold and to to MyVerizon and click on "Take Action". There is no such button. Chats with verizon will go silent for 20+ minutes. On the phone with a live rep and quit after 30 minutes on hold. Been a Verizon customer for 25 years but not getting service. Tried to cancel the order but that button is also not available even though both phones are on backorder and have not shipped. Hoping now that the order will self-destruct since I'm not taking the required actions, whatever they are.

Douglas O'Neal
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Re: Order on hold - cannot update or cancel
vzw_customer_support
Customer Support

Doneal24, we know you're excited to get the two new phones as soon as possible, and we want to help ensure the order is fully processed. Since the Take Action is giving you trouble With the My Verizon site, have you tried using the My Verizon app? This may help you see the option. Also, please be sure to update the My Verizon app if you haven't recently. 

-Alex

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Re: Order on hold - cannot update or cancel
doneal24
Member

Yes, I have tried the app. No better luck with it than I had with any of the web pages, chats, or phone calls. Four different ways to connect and none of them work.

Douglas O'Neal
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Re: Order on hold - cannot update or cancel
vzw_customer_support
Customer Support

doneal24, It may be best to call  800-225-5499 (Telesales) Or you may reach out to our Internet Support Team at 866.338.7390 for a status on your order. 

 

-Nicci

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Re: Order on hold - cannot update or cancel
dorothyjcooley

I have had the same issue.  I ordered an iPhone 14 and an iPhone 14 pro max.  I used Apple Pay and there was not a charge submitted through but I got an email saying my payment method failed and I needed to update it.  I updated to a different card and the iPhone 14 was shipped.  The iPhone 14 pro max was supposed to ship on sept 30th and it didn't.  I have chatted with three different people and they either didn't answer or lied to me.  I'm not sure what to do at this point. Companies are supposed to fight for my business, I shouldn't have to fight to be a customer. 

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Re: Order on hold - cannot update or cancel
vzw_customer_support
Customer Support

dorothyjcooley,

 

I am terribly sorry to hear about your order experience. We know that the latest iPhones are always in high demand, but we can help find out more details about your order. Please send us a Private Note.

-Mark

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Re: Order on hold - cannot update or cancel
dorothyjcooley

update - according to Verizon Agent Aurora, my order, or at least half of it since one half has already been received, was cancelled on October 1. But she can't seem to find an answer as to why or who cancelled it. However, when I try to do a new order to upgrade my line, I get an error message.  I'm guessing porting my number to a new provider will make an even bigger mess.  

 

 

 

 

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Re: Order on hold - cannot update or cancel
vzw_customer_support
Customer Support

I'm so sorry to learn that you're getting an error message when creating a new order. I'm sure we can help you, and get to the bottom of this. Along with this reply, I will send you a Private Note, too. 

-Jordan

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