My new Motorola Prepaid Phone order was Cancelled with No Refund and No Explanation

[ZippyZee75]

I purchased a new device from the list of Prepaid Devices while logged into my wife's account (to upgrade her phone). It was for the Moto G 2025 on May 6th, 2025. Total price was $65.54 and the transaction was completed.

The very next day on May 7th the phone order was cancelled. The email to my wife's address said, "due to unforeseen circumstances," so no reason given for the cancellation. I tried to contact Verizon Agents through chat and through phone calls. The customer service has been nothing but a waste of time and I'm sure I spent over an hour total trying to straighten this out via chat and calls. Each of the agents has me tell the whole story and then they say, oh that's for prepaid, or they just say I need to transfer you to another agent, either way it's a transfer and I'm now very angry and frustrated with their so-called customer service. You would think a cell phone company would be able to ship a phone to its current customer of like 17 years?

My wife doesn't have a phone and Verizon has not issued my refund as I suspected they had no intention of returning my money due to the "unforeseen (shady) circumstances." The message said a refund would automatically be issued in 5 to 7 business days. It's now the 10th business day with no refund and no phone, and no explanation from any of the Verizon agents.

I just wanted to upgrade my wife's phone, and if all went well then I was probably going to get the same one for myself as we are both on Verizon Prepaid plans.

[SynthpopAddict]

That stinks.  I can't speak for the refund, but what about seeing if you can buy the phone directly from Motorola?  While factory unlocked phones don't run any Verizon apps except for My Verizon, you also don't have to deal with any bloatware on the phone either.  Maybe Verizon is out of stock on the carrier version, or they discontinued selling it for some reason.

If your credit is frozen at the credit bureaus, unfreeze it, because the purchasing system usually runs a credit check and frozen credit will make orders bounce because no new lines of credit will be approved.

I asked if any phones purchased via Verizon would work on prepaid service a long time ago, and CS told me they would.  The stipulation if you're prepaid though is the phone has to be purchased outright.  So if the same model Motorola phone is otherwise in stock without the "prepaid" designation, you could try buying the "regular" one through Verizon?

Regarding the missing refund, I'd suggest either calling Prepaid Customer Service: 888-294-6804, or possibly Financial Services: 866-266-1445.

[ZippyZee75]

I've already gone through the zero results option of contacting Verizon and so I started a charge dispute with my bank since they actually know how to use the English language and can do something about the problem, unlike the Verizon agents online or on the phone.

It's a Prepaid account. It was a cash transaction. There's no credit involved.