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12 Pro Max Order on hold for payment
CassieT
Enthusiast - Level 1

I pre-ordered the new iPhone 12 Pro Max on launch day using apple pay and the payment was accepted. The following day, I received an email saying my order was on hold for payment and to update it. I changed payment to my credit card and it was again accepted - this time my account was billed and the charge posted. However, I once again received another email stating that my order was still on hold and to update my payment again.

When calling customer service, they say there is an error with the system and they can't change it on their end, they suggest I cancel my order and re-order it but the phone is now on BACK ORDER. I spent hours talking to various reps who had no idea what the issue was and could not help me. Another rep suggested that I just "wait and see" if the order goes through and ships. 

When manually searching for my order using the online order #, there is an issue and it can't pull up my order. When using the automated chat bot it searches for my order using the store order #, not the online order # - and it says the order is good to go and pending shipment. 

No one has provided any clarification as to what is actually happening and my account was already billed for the new phone. This is completely unacceptable and does not make sense that Verizon would struggle this much to implement a new product when they have done this exact process hundreds of times before with various new phone launches.

Anyone else having a similar situation? 

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Who I have the same questioned this topic