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How long does it take for an order to cancel

Effietti
Miembro

I'm getting incredibly frustrated and every answer I have gotten has changed the next day or just been wrong. 

I tried ordering an Samsung Galaxy S10plus online. It was supposed to take 2 days. 5 days later there has been no update and support kept telling me "in 24 hours there will be an update", there were no updates on the order. My account was charged though.

So I finally cancelled the order, assured by support that there was no fee and I would get a confirmation that it was cancelled. I have not gotten anything showing it's been cancelled. Very frustrated, I went to a locale verizon store, thinking they could confirm it's cancelled and finally get my phone. 

They were nice, but said the order has been cancelled but it has to be processed, which should take 24hrs. BUT because it's a friday it most likely would not be done till Monday. I understand they could not do anything, but do not understand why it can't go through right away. ESPECIALLY on an order that was never processed in the first place.

I check my account today just in case. (The person at the verizon store said there was a small chance it would go through today). And nothing. I talk to online support. They tell me it wouldn't go through until Tuesday or Wednesday next week!!

 

At this point I am beyond frustrated and I do not like to be this person, but very seriously considering switching carryers. Support has been been friendly but incredibly unhelpful and has given me a different story every time. 

I'm posting here in the hopes that anyone in a similar situation could tell me how long it took to clear up. If they have cancelled orders that were "in process". 

Etiquetas (3)
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Re: How long does it take for an order to cancel

Community Manager
Community Manager

We are terribly sorry to read about the issues that you have had with the order that you placed. We strive to provide the best customer service and the most accurate information, and I apologize if that was the case. The last thing we want is for you to think about leaving us. How was the cancellation done? Did you get a ticket number by any chance? 

 

RogerZ_VZW

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Re: How long does it take for an order to cancel

Effietti
Miembro

Cancellation was done over the phone. I do not have a ticket number. 

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Re: How long does it take for an order to cancel

Robhm35_
Miembro

I have had same issue.  Trying to order new phone and i cant because i have a "plan change pending".  I canceled the order last Thursday.   Going to Best Buy tonight and order if its not resolved before i leave work today.  Everyone tells me the system has to update.  

 

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Re: How long does it take for an order to cancel

Community Manager
Community Manager

We are dedicated to getting this resolved once and for all. I would love the opportunity to review the original order and the current status. I have sent a Private Note and will look forward to offering you more personalized account support. 

YaleK_VZW

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Re: How long does it take for an order to cancel

Community Manager
Community Manager

Canceling an order should never take that long! However if you had received the device and needed to send it back, it definitely could take some time, but it should be resolved by now. Have you tried visiting a corporate Verizon Wireless store? Best Buy would always have Verizon agents handy, but they do not have all the systems that we would- or the store. I hope this information helps. MichelleH_VZW

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