Verizon Wireless left computer doesn’t know what the right computer is doing

By | July 17, 2012

I pre-ordered a Samsung Galaxy S III from Verizon Wireless a couple weeks before they started shipping.

Between when I placed the pre-order and when they started shipping, I had to change my credit-card number, so the number that Verizon had was no longer valid. I didn’t realize that they hadn’t actually charged my card yet, so I didn’t call to give them a new one.

On July 10, when they tried to charge the card, it was declined, and they sent me email notifying me that my order was on hold. I immediately called them up and gave them the new card number. They put through the charge successfully, and my phone was shipped later that day; I’ve had it since July 13.

Today, July 17, I received this email:

Important Order Information:
Internet Order Reference Number: #####

Dear Valued Customer,

Because we have not heard from you within 7 days from our request for additional information, we have cancelled the order. If you would still like to have this order processed, please reply to this email. We are also available 8 AM to 10 PM Monday through Friday and 8 AM to 5 PM EST Saturday by calling 866-338-7390.

Thank you for choosing Verizon Wireless products and services.
We appreciate your business.

Verizon Wireless
Internet Order Center

Whatever logic they’re using to determine whether they’ve “heard from” customers whose credit cards were declined, it’s clearly not working properly.

I wonder if the fact that they’ve “cancelled the order” means they’re not going to expect me to pay for the phone I’ve had since July 13. Wouldn’t that be lovely. 🙂

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