Order cancelled by customer service by mistake! Now I can’t upgrade because pending status!
Vanessaliu20
Enthusiast - Level 1

I put two orders online. One 12 pro max, pick up in store, one phone case ship to my house. On my way to picking up my phone, I chatted with the live service support to see if I can cancel my case order and just pick one up in store. He told me he couldn’t find my order and asked me to talk to the store. I said ok. When I got to the store, I was told my phone order was just canceled!!! What? First, I never asked to cancel my phone order! Second, the live service support didn’t mention he canceled my phone order? Now my phone shows pending upgrade, I can’t upgrade or trade in my phone! Worst customer service experience ever!!!

Re: Order cancelled by customer service by mistake! Now I can’t upgrade because pending status!
vzw_customer_support
Customer Service Rep

This is never the customer service experience we strive to provide! I understand you were en route to getting your phone, when it was canceled. It's odd the order was canceled, but this was not mentioned when you contacted us I want to take a closer look into this for you. I've sent you a Private Note.

 

KiaH_VZW

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Re: Order cancelled by customer service by mistake! Now I can’t upgrade because pending status!
9wood
Specialist - Level 2

They seem to make changes at will without your consent or knowing and take no responsibility or care when you contact them

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Re: Order cancelled by customer service by mistake! Now I can’t upgrade because pending status!
Predator7
Specialist - Level 1

Verizon Customer Services are worst in the Nation, No knowledge or lacks of knowledge or Training to carry out any kind of Services.

Re: Order cancelled by customer service by mistake! Now I can’t upgrade because pending status!
Vanessaliu20
Enthusiast - Level 1

Update: just called the costumer service and get problems solved. Lesson learned: next time don’t do the online chat, just call them. And don’t cancel an order if nothing seriously wrong...

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Re: Order cancelled by customer service by mistake! Now I can’t upgrade because pending status!
vzw_customer_support
Customer Service Rep

Predator7, 

 

We are so sorry you feel this way. We want to turn this around for you. What happened? How can we help?

 

JenelleW_vzw

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