I ordered a new iPhone XS through Bestbuy's website yesterday, linked it to my verizon account since I was due for an upgrade, completed the check out and went about my day. I received an email a few minutes later from Bestbuy that the order was cancelled due to being unable to verify my information. I thought, while this is an inconvenience, it is not that big of a deal sine I can just reorder the item. Well, when I went to do so, I am now unable to do so because of a Pending Order on my Verizon account. I called Verizon, waited on hold for 45 minutes (which seems extreme when online I saw there was a 12-19 minute time) before being told that even though the order was also showing as cancelled on Verizon's end and that I am able to upgrade, I would have to wait until Monday 8-10-20 before I would be able to follow through with my order and receive my phone due to a pending order on the account.
Verizon, I am trying to give you money. If I can see the order is cancelled, and you can see the order is cancelled, then why is the order still pending on your site. I see issues with this dating back to 2015, why is this still a thing? All this ordeal is making me realize is that maybe I don't need a new phone when this thing has been one big headache.
We can assure you that we are here to help so that you can get your device as soon as possible. We can see how this can be inconvenient and the last thing we want is for you to feel this way, @waddeii. There are times that the system takes a while to recognize this change, especially since the order was placed through a third party. Have you tired to process the upgrade using the My Verizon application?
Yes, I have tried both through the app and the website. When I get to the page to upgrade, it says I am eligible for an upgrade so I click to continue with the upgrade then when the next page loads, it says I am unable to do so due to a pending order cancellation. I am just concerned because I have seen several posts on your forum where people were talking about this going on for weeks unable to upgrade.
waddeii, we appreciate your interest in upgrading your phone and I would be happy to help. To confirm, have you made any recent account changes?
I'm having the same issue, except the original order was placed through Verizon's site. It was cancelled since yesterday, but I can't make a replacement order because I have an "order pending" on my account.
The order shows as "cancelled" in the Orders section.
Nothing shows up under "pending account changes.
When I used chat assistance, I was told this could not be fixed via chat and I needed to call.
When I called, I got automatically disconnected after 30 minutes because the issue needed to be fixed digitally.
I've tried via the phone app and via the website. Literally nothing is changing about my account except I'm trying to upgrade a years old phone.
How am I ever supposed to place a new order? Unable to get assistance for what seems to be a simple issue. Why would I continue paying for this service when I can just start a new service and get the phone right away?
sh4nnsey, we are truly sorry to hear about your experience. Making sure you are aware of your options to process a new order is important. Allow us the opportunity to investigate this matter. We have sent you a Private Message. Can you please respond to that message? Thank you.
I am also having the same issue and have called twice and used chat multiple times to no avail. I cancelled an order as I made a mistake and chose the wrong phone. I immediately cancelled the order but now have not been able to do anything with the line for almost a week. I get the pending order on his line. During his time the promotion I was trying to take advantage of has also disappeared. I had an excellent trade-in value and a 200 online offer as well.
I am beyond frustrated with both the chat feature and the call in feature as well. I went into a store to see if someone could help me and was told there is indeed a phone order on this line and there was no promotion applied or trade-in applied. I did not authorize this at all and have no idea what this is.
We definitely want you to have the ability to manage your My Verizon account online, quickly and easily. In addition, you should always be able to see any orders, and have the details. I can check it for you, and make sure you're set up for success. I will send you a Private Note, to continue.
Yep, same issue and now it looks like this is an ongoing issue. Ordered through a Verizon phone rep who secure the phone through a VZ Authorized store. They sold the phone before I got there... Now it's been a week and I can't upgrade the phone.
They told me that it was being hung up by the requested upgrade on my other line. Now at this point honestly, I'm looking into a whole different service. This has been the most frustrating experience, I use to champion Verizon's praise but I just can't do it anymore. (If an order is cancelled that should be the end of it)
It's super important to us that our customers are receiving the best network service provider, regardless of their phone. We're always looking to assist with the next upgrade step by providing confidence and options. Please, if you are still having issues with your order, contact an agent for support. You can Private Message us here for an agent anytime. - NicholasS_VZW