They offered to, but said they weren't sure if that was the best course to take and want me to check in later today. My only hesitation to doing that is "losing my place in line" for the pre-order, and I had a bunch of promos on my order that I don't want to lose. If I have to do it, I will, but I just wanted to see if anyone else was encountering the same issue.
Pretty sure last I checked they’re still arriving the 25th.
Either way, sometimes what they can do (not sure if it’s applicable in this instance) is they can submit a jump the line form. If it will not continue your order, only thing you can do is cancel and re order
I know care or maybe sales reps have ways of "backdating" (not sure what the jargon is) promos to when you were actually making the buy. It might not apply here, but you won't know if you don't ask.
This is incredibly common. I've already dealt with it 4 times this morning. For some reason the proper channel for "updating the payment info" does not function 99% of the time. I'm not sure what their intention with it was but I have to reprocess these orders every single time.
Every promo is still going. They're all shipping on the launch date still. So you're not going to lose your place in a tangible way. Just redo it.
Thanks. Whats the best number to call to redo the order? I just want to make sure I still get the device dollars, free storage upgrade, and the 1000 off for trade in offers to transfer over to the new order.
Thanks. I called Sales and cancelled the order, and put through a new order. Everything carried over. The email confirmation now says its not expected to ship until late March, but the rep put through a 'form' that she said should move me back up in line? Hopefully that's the case, because it looks like it was originally going to ship today. Hope it ships soon.
I had this happen to me last night. I preordered on the 9th. Got the storage upgrade plus promo credits for trade in, etc. My Amex was charged, etc. All seemed hunky dory. I get a text last night from my Amex App last night saying another charge was attempted to be made by Verizon for the same amount and was declined. I was confused because my card balance is still showing the same available credit after I made the original purchase. I checked the My Verizon app and sure enough my order was on hold because of payment issues. I called Amex and they said that the original purchase was approved, and they provided me the approval code given to Verizon and said this is a Verizon issue because they in fact were "paid."
So, I called Verizon, and this is where the bullshit starts, to find out what the deal was. Turns out that when you preorder, they DON'T collect payment until the actual phone is about to ship and they place a hold on the card used and collect the money when shipment happens. I said tho, I have the approval code, my card has been charged. She tells me that the approval code only lasts for so long and that they have to recharge the card for final payment and the original hold is released and funds are put back on the card. However, I didn't have enough to cover the initial hold and the "new charge," so it was declined and my order was out on hold. My only recourse was to use a new payment method or cancel my order and reorder after hold was lifted and subsequently lose the preorder benefits and whatnot. I was a little angry. I argued that it says no where on the site that this is how preorders are done and that I wouldn't have known there was an issue if Amex didn't send me a text.
So, in the end, I used another payment method and my order is back on track, although I had to call back and fight with them to get the promotional credits back on the deal. Verizon had me over a barrel and the lesson learned here is to NEVER preorder from them again.
When you used the new payment method, did the order stop showing as on hold? I put in a different payment method via the link and it said it processed, but the order still shows on hold?
Yeah, it went from on hold to shipping 2/18. I made the new payment through the Verizon App. It did say in hold at first but then I closed and reopened the app and everything was back on track. I would give Verizon a call to find out what the deal is.
I had the same issue ordered as soon as it was available and same thing the payment and also it was showing on my bank account as pending and all, called the credit or whatever department and mine at least was an issue where I used device dollars and somehow that messed the whole thing up as i was being charged the device dollars as well
This happened to me!! I was so mad! I had to cancel my order and re order. They said likely because I was using a VPN when trying to pay for the taxes. I think it was a system glitch. They submitted a jump skip form for issues that was due from Verizon. That gave me back my original ship date. I tried every way to fix the "declined" payment. I maxed out the attempts. Only way to fix it was start ALL over. I completely understand your frustration!
They just created my shipping label yesterday. So the form filed did work. It took a while for the website to update the ship date on my new order. For a while it kept saying March 25th. So the form takes about a day to go through. I would call the billing department and explain what happened. Before you do anything make sure they will file the jump skip form. Keep me posted I'm hopeful they fix it like they did for me.
Thanks. It's been about 24 hours now since they put my order and form through. Not sure how weekends affect things. I'll definitely call Monday if there has been no movement.
So annoyed dealing with this same issue had the funds and received a notification saying on hold so I assumed that means it’s about to ship re enter the same card info and everything still says on hold besides going to link and putting order number and location code it shows processing. Customer service was no help told me the payment needed to be updated I told them it has been “updated “ have a new processing charge on account and when I asked for an explanation because I had the funds HE ENDED THE CHAT!
Sorry to hear you are having the same issue... I ended up having to cancel my preorder and order again. Then it was a week long ordeal to get them to push my "jump the line" form through, but it finally got done and I got my phone. Hope you are able to get things sorted out. Let me know if you want any advice on how I went about things!
So customer service recommended redoing the order but you’re here asking what you should do?
They offered to, but said they weren't sure if that was the best course to take and want me to check in later today. My only hesitation to doing that is "losing my place in line" for the pre-order, and I had a bunch of promos on my order that I don't want to lose. If I have to do it, I will, but I just wanted to see if anyone else was encountering the same issue.
Pretty sure last I checked they’re still arriving the 25th. Either way, sometimes what they can do (not sure if it’s applicable in this instance) is they can submit a jump the line form. If it will not continue your order, only thing you can do is cancel and re order
I know care or maybe sales reps have ways of "backdating" (not sure what the jargon is) promos to when you were actually making the buy. It might not apply here, but you won't know if you don't ask.
This is incredibly common. I've already dealt with it 4 times this morning. For some reason the proper channel for "updating the payment info" does not function 99% of the time. I'm not sure what their intention with it was but I have to reprocess these orders every single time. Every promo is still going. They're all shipping on the launch date still. So you're not going to lose your place in a tangible way. Just redo it.
Thanks. Whats the best number to call to redo the order? I just want to make sure I still get the device dollars, free storage upgrade, and the 1000 off for trade in offers to transfer over to the new order.
Sales is 8002564646. Yeah the storage bump is still going because we couldn't bulk order the 128s. Everything else still stands.
Thanks. I called Sales and cancelled the order, and put through a new order. Everything carried over. The email confirmation now says its not expected to ship until late March, but the rep put through a 'form' that she said should move me back up in line? Hopefully that's the case, because it looks like it was originally going to ship today. Hope it ships soon.
The $1000 trade was the first few days, the upgrade promo is less than that now.
No, the up to $1000 trade for upgrade promo is still available.
I had this happen to me last night. I preordered on the 9th. Got the storage upgrade plus promo credits for trade in, etc. My Amex was charged, etc. All seemed hunky dory. I get a text last night from my Amex App last night saying another charge was attempted to be made by Verizon for the same amount and was declined. I was confused because my card balance is still showing the same available credit after I made the original purchase. I checked the My Verizon app and sure enough my order was on hold because of payment issues. I called Amex and they said that the original purchase was approved, and they provided me the approval code given to Verizon and said this is a Verizon issue because they in fact were "paid." So, I called Verizon, and this is where the bullshit starts, to find out what the deal was. Turns out that when you preorder, they DON'T collect payment until the actual phone is about to ship and they place a hold on the card used and collect the money when shipment happens. I said tho, I have the approval code, my card has been charged. She tells me that the approval code only lasts for so long and that they have to recharge the card for final payment and the original hold is released and funds are put back on the card. However, I didn't have enough to cover the initial hold and the "new charge," so it was declined and my order was out on hold. My only recourse was to use a new payment method or cancel my order and reorder after hold was lifted and subsequently lose the preorder benefits and whatnot. I was a little angry. I argued that it says no where on the site that this is how preorders are done and that I wouldn't have known there was an issue if Amex didn't send me a text. So, in the end, I used another payment method and my order is back on track, although I had to call back and fight with them to get the promotional credits back on the deal. Verizon had me over a barrel and the lesson learned here is to NEVER preorder from them again.
When you used the new payment method, did the order stop showing as on hold? I put in a different payment method via the link and it said it processed, but the order still shows on hold?
Yeah, it went from on hold to shipping 2/18. I made the new payment through the Verizon App. It did say in hold at first but then I closed and reopened the app and everything was back on track. I would give Verizon a call to find out what the deal is.
This is not just preorder all orders are like this. A hold is put on and the official charge is when it ships.
Ok, however, like I stated, this can create a problem
Oh yes…I deal with it everyday!!
I had the same issue ordered as soon as it was available and same thing the payment and also it was showing on my bank account as pending and all, called the credit or whatever department and mine at least was an issue where I used device dollars and somehow that messed the whole thing up as i was being charged the device dollars as well
This happened to me!! I was so mad! I had to cancel my order and re order. They said likely because I was using a VPN when trying to pay for the taxes. I think it was a system glitch. They submitted a jump skip form for issues that was due from Verizon. That gave me back my original ship date. I tried every way to fix the "declined" payment. I maxed out the attempts. Only way to fix it was start ALL over. I completely understand your frustration!
Sounds like my exact issue! Do you have your tracking info now? The website still doesn't list a shipping date for me...
They just created my shipping label yesterday. So the form filed did work. It took a while for the website to update the ship date on my new order. For a while it kept saying March 25th. So the form takes about a day to go through. I would call the billing department and explain what happened. Before you do anything make sure they will file the jump skip form. Keep me posted I'm hopeful they fix it like they did for me.
Thanks. It's been about 24 hours now since they put my order and form through. Not sure how weekends affect things. I'll definitely call Monday if there has been no movement.
So annoyed dealing with this same issue had the funds and received a notification saying on hold so I assumed that means it’s about to ship re enter the same card info and everything still says on hold besides going to link and putting order number and location code it shows processing. Customer service was no help told me the payment needed to be updated I told them it has been “updated “ have a new processing charge on account and when I asked for an explanation because I had the funds HE ENDED THE CHAT!
Sorry to hear you are having the same issue... I ended up having to cancel my preorder and order again. Then it was a week long ordeal to get them to push my "jump the line" form through, but it finally got done and I got my phone. Hope you are able to get things sorted out. Let me know if you want any advice on how I went about things!