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Order on hold
pjm42
Member

I have been with Verizon for over 10 years and have never experienced this. I preordered the Pixel 6 to be received 11/30. I got an email on 11/24 that my payment needed to be updated. I updated the payment information and the payment went through (confirmation from my bank on 11/25. Nothing is updated as far as shipping or payment status. I have talked to numerous people and still nothing. I am very upset and no one seems to know the answer. Where do I go next to try to have this resolved and either get my phone or a refund?

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Re: Order on hold
hnieskens
Member

I ordered two phones on November 3rd. I received the first one with no issues. On November 27, I received an email that I needed to update payment for the 2nd phone. I did so on November 28, and the payment was processed. The payment was debited from my bank account on November 30. The order still shows on hold and nothing is updated as far as shipping and payment status. I have spoken to 4 different customer service people on the phone today and 1 via text message and no one can seemingly help me. No one can see my payment was made. I even tried to double pay the remaining balance. I get an error which states the order has been completed. I need help to get this resolved and my phone shipped. 

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Re: Order on hold
vzw_customer_support
Customer Support

We want you to receive your device as soon as possible. It is important to have the payment method up to date so that the payment can be processed once the device ships. Let's work together and investigate further. We sent a Private Note. Please meet us there.

~Gina

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Re: Order on hold
vzw_customer_support
Customer Support

We always want you to have a seamless process, when it comes to ordering new phones. I'm sorry to learn about what happened, and I'm here to help. Because we would need to access your account to research what happened, I will send you a Private Note too, so we can continue. 

 

-Jordan

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