I just want to type out my experience to show how bad a Verizon order can get.
Last year I had no problem getting phones through Verizon, and expected a similarly easy time this year. My husband and I like to get the new phones every year and send in the old ones on Verizon’s new-every-year trade in plan. I ordered in the middle of the first day of ordering, with my silver iPhone 11 Pro 64GB (phone 1) to arrive 9/20 and my husband’s space gray iPhone 11 Pro Max 64GB (phone 2) to arrive 9/27. We both have XSs now.
On 9/17, when phone 1 should have been getting ready to ship, I got an email notice of payment failure. It gave me a link to enter new payment info. I had paid by normal Visa credit card (with tons of room to make the purchase and no issues ever), so I wasn’t part of the Apple Pay issue. I entered my info and right before I went to press to make the payment, I noticed it was for $3,400 (it was more like $3,443.23 or some exact number). Since I pay the phone off monthly, it should have been around $100 for the one phone $3,400 was just extremely wrong. Called Verizon and they couldn’t see why it would charge me that amount, and they changed payment method to where it would bill my Verizon account instead, waived my upgrade fee, and I thought it was all back to normal. I asked for a change to my husband’s payment method so we didn’t run into the issue again, but she said that was not possible in the status his was in. By 9/19 in the evening, I noticed others had tracking numbers and my phone 1 didn’t. I called again and she said my phone wouldn’t ship until 9/27. I asked to jump the line since the delay was not my fault. She said she had done that, and that the supervisor had come by and signed it already and my phone would ship by Monday 9/23. And she said she could change my husband’s payment method to bill our Verizon account if the credit card didn’t go through (even though there’s no reason it shouldn’t – just thinking maybe Wells Fargo denied it as an unreasonable amount). Monday the phone did not ship or change status.
So 9/23 in the evening, I live chat and live chat can’t see call records, but tell me the jump the line thing was never done, and that he can’t do it and can he just give me a $20 credit and let my phone ship 9/27. I didn’t really need the phone fast, and was going to be out a lot Wed/Thurs so I said fine. So both phones should have shipped 9/27. In the app, for a week, the top message was always, “your order status has changed” when it hadn’t, but yesterday I could never find the order at all in the app. On the website it said to “check back later” because my order was processing. First thing this morning, I get an email with this subject line: “you've successfully canceled your order”
Really, Verizon? After all that, not even a message about payment failure or why it was cancelled. It looks like I initiated the cancellation which I did not. I know having an iphone is a privilege and I am not a whiny customer, but this is just terrible service to someone who has been a customer since my first cell phone in 2002 and never once missed a payment or had an order issue.
I hate to call them again, but don’t see any way around it. I thought about just going to their website, paying off the remaining $650 for each phone, and going to the Apple store (where the phones are in stock), paying cash for those phones with trade-in and having done with it. Phone 2’s line shows I can pay it off for $676, but Phone 1’s line says it’s due for an upgrade and shows no trade in or amount due, even if I get all the way to having the phone in the cart, so I can’t even do a payoff (or re-order) without talking to them. I bought both XSs the same day, so I assume the only reason I can't pay it off online is due to whatever screw up on their side also cancelled the order. I’m afraid to call Verizon because they tell my conflicting things and don’t do what they say they are doing. I’m afraid if I just show up at the Apple store with the phones, they’ll show that I owe money to Verizon for them and won’t trade them in. Plus I’d have to do the research on the Verizon protection plan versus the Apple plans because I don’t know if switching to buy from Apple is the right thing to do monetarily, and I’m just sick of the whole thing. The worst part is I don’t even care that much about getting new phones this year. I’m just doing it because I’m pretty sure I’ll want next year’s phone, so the getting a new phone this year costs almost nothing in comparison to waiting because of the trade-ins.
I have a few other things to do this morning before dealing with this, so if anyone has opinions or ideas about next steps, I’d appreciate it.
Last year I had no problem getting phones through Verizon, and expected a similarly easy time this year. My husband and I like to get the new phones every year and send in the old ones on Verizon’s new-every-year trade in plan. I ordered in the middle of the first day of ordering, with my silver iPhone 11 Pro 64GB (phone 1) to arrive 9/20 and my husband’s space gray iPhone 11 Pro Max 64GB (phone 2) to arrive 9/27. We both have XSs now.
On 9/17, when phone 1 should have been getting ready to ship, I got an email notice of payment failure. It gave me a link to enter new payment info. I had paid by normal Visa credit card (with tons of room to make the purchase and no issues ever), so I wasn’t part of the Apple Pay issue. I entered my info and right before I went to press to make the payment, I noticed it was for $3,400 (it was more like $3,443.23 or some exact number). Since I pay the phone off monthly, it should have been around $100 for the one phone $3,400 was just extremely wrong. Called Verizon and they couldn’t see why it would charge me that amount, and they changed payment method to where it would bill my Verizon account instead, waived my upgrade fee, and I thought it was all back to normal. I asked for a change to my husband’s payment method so we didn’t run into the issue again, but she said that was not possible in the status his was in. By 9/19 in the evening, I noticed others had tracking numbers and my phone 1 didn’t. I called again and she said my phone wouldn’t ship until 9/27. I asked to jump the line since the delay was not my fault. She said she had done that, and that the supervisor had come by and signed it already and my phone would ship by Monday 9/23. And she said she could change my husband’s payment method to bill our Verizon account if the credit card didn’t go through (even though there’s no reason it shouldn’t – just thinking maybe Wells Fargo denied it as an unreasonable amount). Monday the phone did not ship or change status.
So 9/23 in the evening, I live chat and live chat can’t see call records, but tell me the jump the line thing was never done, and that he can’t do it and can he just give me a $20 credit and let my phone ship 9/27. I didn’t really need the phone fast, and was going to be out a lot Wed/Thurs so I said fine. So both phones should have shipped 9/27. In the app, for a week, the top message was always, “your order status has changed” when it hadn’t, but yesterday I could never find the order at all in the app. On the website it said to “check back later” because my order was processing. First thing this morning, I get an email with this subject line: “you've successfully canceled your order”
Really, Verizon? After all that, not even a message about payment failure or why it was cancelled. It looks like I initiated the cancellation which I did not. I know having an iphone is a privilege and I am not a whiny customer, but this is just terrible service to someone who has been a customer since my first cell phone in 2002 and never once missed a payment or had an order issue.
I hate to call them again, but don’t see any way around it. I thought about just going to their website, paying off the remaining $650 for each phone, and going to the Apple store (where the phones are in stock), paying cash for those phones with trade-in and having done with it. Phone 2’s line shows I can pay it off for $676, but Phone 1’s line says it’s due for an upgrade and shows no trade in or amount due, even if I get all the way to having the phone in the cart, so I can’t even do a payoff (or re-order) without talking to them. I bought both XSs the same day, so I assume the only reason I can't pay it off online is due to whatever screw up on their side also cancelled the order. I’m afraid to call Verizon because they tell my conflicting things and don’t do what they say they are doing. I’m afraid if I just show up at the Apple store with the phones, they’ll show that I owe money to Verizon for them and won’t trade them in. Plus I’d have to do the research on the Verizon protection plan versus the Apple plans because I don’t know if switching to buy from Apple is the right thing to do monetarily, and I’m just sick of the whole thing. The worst part is I don’t even care that much about getting new phones this year. I’m just doing it because I’m pretty sure I’ll want next year’s phone, so the getting a new phone this year costs almost nothing in comparison to waiting because of the trade-ins.
I have a few other things to do this morning before dealing with this, so if anyone has opinions or ideas about next steps, I’d appreciate it.
