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I was not sure where to post this at but alot of you guys are absolutely helpful
so i figured i'd post here and ask for your help. Sorry mods and i hope this
doesn't get moved!!! It is a little long so i apologize for ranting
I've been with Tmobile since November 2010 and i was told I would be able to
switch over to post paid from flexpay in 6 months which i estimated around April.
Good deal. I am on easpay(automatic drafting) and the payments are always on time. Last month, I paid my usual amount for one line. Cool, everything is fine.
A week or two later, i decide to add a line for my brother to get a phone. Being flexpay, i have to of course buy the phone and make a payment in advance for services as well as month in advance since it is in the middle of the bill cycle. Again, no worries everything is cool.
So low and behold the phone gets here and the same day it gets here, both his and mine line are suspended for nonpayment(even though i made a payment for both). I call in and talk with the reps from the Philippines and they tell me they can't find a payment.
So i am basically getting annoyed because i always pay on time and they are telling me i have not paid for either line.
So i used the trick and I called back and instead of using my number, i just typed in my friend's number(She is postpaid) and i got their division of postpaid customer service and explained the situation. They filed a lost payment and while they researched it, they reinstated my account. Eventually that was solved.
Okay, so flash forward to two weeks ago and the same issue occurs except this time I didn't make a payment nor was automatic payment supposed to take the payment out. It is due on March 3rd and it took the payment out
at the end of February.....
So i call in and dispute this and they what..."Can't find the payment" and they have to do another lost payment search and it will take 3-4 business days.
I go on vacation for Spring break and I decide to call in and figure out what is going on. I've given them nearly 2 weeks to fix it.
So now...
1)Can't find the payment(even though my checking acct shows it was taken)
2) They closed the case of the missing payment...Didn't contact me by phone email, text, letter in the mail or anything letting me know the case was closed and letting me know what else i could do or needed to do. They just closed the case and had i not called in, i would have never have known it was closed.
Basically they can not find a payment and even now that i have taken the actual checking out statement in to the store and had them fax it(while i was there) they are still telling me nothing can be found.
It's $101. I am not worried about this money. It is the principal of the situation and the fact that I do not want to be apart of a company
who takes money but can't find the payment.
I didn't mail the money or a money order. It is an electronic payment.
There should be footprints everywhere that shows a payment. And i
don't see how the same exact issue can happen in less than 3 weeks
apart.
any suggestions? what would you guys do?
The fact is, you have proof in the bank statement that T-Mobile collected money from you. Sounds like you're going to have to climb the supervisor ladder until you get someone who has some authority. They can't deny a payment when your bank confirms they took it, so it's just a matter of following it through to the end. As to how you view T-Mobile and whether you wish to stick with them, that's up to you.
Is there anyway to get contact with someone above the call center reps? I've spoken with 2 supervisors(obviously from the Phillipines) and it has just been
an annoying ordeal.
I am only sticking with tmo until the Xperia play or Bionic is released(or some new windows phone catches my eye).
I just need to figure out how to get in contact with someone above the call center reps
They tried to screw me over too when I returned my g2 and got a mt4g. They were charging me for both still because I just did the thing where you add payments to your bill. They were still charging me for the phone I returned and the new one. For about a month of fighting with them, they just kept saying we don't see the payment then they started telling me they returned my money which wasn't true because it wasn't in my account and a credit was never made. So I called the bank and bam 3 days later I got my money. Go to the bank and tell then T-Mobile said they returned you the money and you haven't received it. They will return it for you and take care of the liars at T-Mobile. Been with them for 8 years, I don't know why they were gonna lie and try to screw me out of $138. Bullcorn.
Sent from my HTC Glacier using XDA App
I can almost guarantee the payment was accidentally posted to your friends acct.
@Chad, haha that is doubtful
But anyway, after threatening to leave and take both lines with me to Verizon, she credited my account for the next billing cycle 54 bucks.
Small compensation but at least i got a decent rep who actually did something in my favor.
And I already called my bank and disputed the charge and i should have my 101 dollars back by tuesday the bank rep said.
This works out in my favor. I am still leaving them because i find their flexpay customer service horrible and since my next bill is not due till May 5th now, i am
able to A)save a month of paying a bill B)able to wait and see what comes out for
the other 3 carriers at CTIA
Sounds like Sprint is already taking over, in the CS dept.
There's a big push to get ppl from fp to post paid. Have you asked if you're elegible for conversion?
I've seen payments post to the wrong acct before.
Me too same exact situation here. Was grtting chastened for the g2 and the 4g. Lame.they did fix it though.
Sent from my HTC Glacier using XDA App
I just dont see how a payment can be posted to the wrong account if the account has been set up on Autopay since i signed up back in November 2010
and i dont see how the same exact thing happens within a 2 week period either.
I just worry that since they screwed up the payment and i had a suspension(4 hours) that it doesn't reset the time needed to stay on FP before I transfer to Post Paid
You have to have at least 6 months of good payments to swtich to Post paid
haha and i agree, this does seem like Sprint type of customer service haha
carmeng4evr said:
I just dont see how a payment can be posted to the wrong account if the account has been set up on Autopay since i signed up back in November 2010
and i dont see how the same exact thing happens within a 2 week period either.
I just worry that since they screwed up the payment and i had a suspension(4 hours) that it doesn't reset the time needed to stay on FP before I transfer to Post Paid
You have to have at least 6 months of good payments to swtich to Post paid
haha and i agree, this does seem like Sprint type of customer service haha
Click to expand...
Click to collapse
It does your probaly going to have to wait another 6 months to get post paid. Make sure you have that they are at fault so get it in writing. I myself pay full price for my phone out of contract plan. Since its cheaper in the long run anyway.
Sent from my glacier using XDA Premium App
carmeng4evr said:
I just dont see how a payment can be posted to the wrong account if the account has been set up on Autopay since i signed up back in November 2010
and i dont see how the same exact thing happens within a 2 week period either.
I just worry that since they screwed up the payment and i had a suspension(4 hours) that it doesn't reset the time needed to stay on FP before I transfer to Post Paid
You have to have at least 6 months of good payments to swtich to Post paid
haha and i agree, this does seem like Sprint type of customer service haha
Click to expand...
Click to collapse
If you want off flexpay go into a corporate store and get them to call. In the store they have the same list to see if your prequalified or call from someone's phone who goes to regular customer care.
Sent from my HTC Glacier using XDA Premium App
Eh, it's all good.
I'll just drop the 200 for the ETF or sell the line to a friend
I am WANTING THAT FRIGGIN Xperia play
DISCLAIMER: This is a rant about AT&T's incompetence. Read at your own risk.
Fed up with T-Mobile's ongoing data issue in my neighborhood, I decided to jump ship to AT&T. Last Friday, I signed up for a 2-line family plan, ordered two GSIIIs (a blue for myself, and a white for my wife), and let the waiting game begin. On Monday night, I got a shipping confirmation, with a scheduled delivery on Thursday (today). On my way home from work, I tracked the package and saw that a delivery attempt was made, but my apartment number was missing. Having received countless packages via UPS (Amazon Prime member), I called UPS immediately upon walking through my front door. UPS informed me that no apartment number was indicated on the package and that I have to contact the shipper to have it added. I immediately asked if I could pick up the package at my local UPS depot, and the service rep informed me that the sender placed a restriction on the package and it can only be delivered (I can't pick up the package in person with a government-issued photo ID? Sounds like BS to me, but whatever). The rep then stated that UPS will require permission from the sender in order for me to pick it up in person.
I call AT&T and explain the situation to their service rep. The rep admits that the apartment number was omitted from my package's shipping address (really? I mean, really???) and that she'll be happy to contact UPS and have them change the address. I asked the rep to inform UPS that I am permitted to pick up the package in person. She stated that she will make the arrangements with UPS and placed me on hold. After a few minutes, the rep came back online and was "happy to inform me that she was able to get my apartment number added to the shipping address." Unfortunately, UPS will not allow me to pick up the package in person and will only deliver it, because of a restriction placed on it (BS - just a few minutes before, a UPS rep told me that the package can be released to me with sender's permission).
Here's the kicker. My billing period with T-Mobile is ending on Saturday, and I don't want to incur an additional month's charge (T-Mobile doesn't prorate final bills) in the event that my numbers aren't ported out in a timely manner. AT&T sure knows how to impress a new customer. If their employees are unable (or just incompetent) to correctly fill out a shipping label (seriously, how freakin' difficult is it to enter the apartment number into the correct field?), what does that say about the company? They were certainly competent enough to quickly charge my debit card for the phones!
I haven't made up my mind yet, but I'm considering refusing the package, getting my money back, and staying with T-Mobile. I haven't even used AT&T's service yet, but they've already managed to make a negative impression on me. T-Mobile's data really sucks in my neighborhood, but do I really want to commit to doing two years' worth of business with a company that not only can't seem to get their logistics right, but doesn't even know the policies of their shipping partner?
Again, this is just a rant. I probably should have gone to the store and saved myself the aggravation.
KGBKNY .. I can relate to issues also with AT&T, however .. until you get a real issue, what you experienced could have happened with ANY company.
AT&T is good .. although there systems only show that I have been with them since December 2005 (when they bought it back from Cingular), I have in fact been with AT&T since 1994 (and I even still have my first cell phone .. and it still works). I started with CellularOne in '94 in which was bought out by AT&T .. AT&T ran into financial issues and split its mobility department away from corporate AT&T and called it Cingular .. then of course, come 2005, AT&T regained control.
Now, in 18 years .. there has been ups and downs, and in all instances, they have come through for me with no problems. I have a family plan, 5 lines .. but believe me, they have perks for there long time customers that cannot be beaten. An example of one perk .. I now have a Samsung Galaxy S III .. most people on here (or around the world) are paying anything from $150 to $800 for this masterpiece .. I myself received the Marble White when the second batch was released last week .. paid absolutely nothing for it .. sorry, let me correct that, $ 4.95 for overnight shipping !!! But, here is the other perk .. no contract extension.
So, give them a chance, a shipping mishap is a little issue .. when you receive a $ 1M phone bill from them, then complain .. :laugh:
Cheers .. and welcome to AT&T :highfive:
everyone makes mistakes and there are shipping errors all the time no matter the company or the parcel company itself. Don't judge AT&T until you get on their network. Plus like you said you could of gone to the store.
Goodluck
Just get the phone and you'll be satisfied. Sheesh. everyone makes mistakes. It shouldn't influence you to think badly of a company unless it happens on a consistent basis. I understand that it's beyond stupid how someone didn't enter the apartment number but it's one mistake... I would just advise you to give it time.
I been with at&t for 6 years and I have no complains. Excellent service and great customer service.
sent from my GALAXY SIII
LordGeek said:
KGBKNY .. I can relate to issues also with AT&T, however .. until you get a real issue, what you experienced could have happened with ANY company.
AT&T is good .. although there systems only show that I have been with them since December 2005 (when they bought it back from Cingular), I have in fact been with AT&T since 1994 (and I even still have my first cell phone .. and it still works). I started with CellularOne in '94 in which was bought out by AT&T .. AT&T ran into financial issues and split its mobility department away from corporate AT&T and called it Cingular .. then of course, come 2005, AT&T regained control.
Now, in 18 years .. there has been ups and downs, and in all instances, they have come through for me with no problems. I have a family plan, 5 lines .. but believe me, they have perks for there long time customers that cannot be beaten. An example of one perk .. I now have a Samsung Galaxy S III .. most people on here (or around the world) are paying anything from $150 to $800 for this masterpiece .. I myself received the Marble White when the second batch was released last week .. paid absolutely nothing for it .. sorry, let me correct that, $ 4.95 for overnight shipping !!! But, here is the other perk .. no contract extension.
So, give them a chance, a shipping mishap is a little issue .. when you receive a $ 1M phone bill from them, then complain .. :laugh:
Cheers .. and welcome to AT&T :highfive:
Click to expand...
Click to collapse
I agree...and concur what is said..They have had their ups & downs..but considering all of the BS I have gone through with Sprint..Verizon..T-mobile...AT&T mobile is the best hands down.Now..I will say this..check out the different stores in your area...not all are the same with regards to how well you will taken care of..or the knowledge of the staff...Luckily we have plenty of stores to choose from where I live..and can tell you there are night and day differences in both the staff and the store managers in each. Don't go in blowing steam...that will get you zero respect and help..but talk to them as you would expect to be talked to..and remember to get all of the techs information if you have to complain to the manager..They will be more than willing to help and keep you happy...even when dealing with issues of their other services...I got mine with a early no charge upgrade..and no extra fees because of issues I had with their stupid u-verse..and getting my Atrix 4g earlier this year...The longer your with them..the more perks you can get..you just have to know how to talk to them..
Mac
Thanks for the replies, everyone. However, my story gets even better. UPS is now showing "Returning to Sender" when I enter the tracking number. Now, I definitely have to wait for AT&T to receive the package in order to get the account canceled and my money credited back. Moreover, I also have to endure another month of T-Mobile. I swear, it almost seems like the universe is telling me not to sign up with AT&T. J/K
This has not been a positive experience at all....smh.
I switched over from Sprint and had some issues too with ATT.
First I started a new family plan with 2 lines that I was putting over from Sprint. The next day I decided to port over another one of my numbers from Sprint and grab the GS3. I was told to choose a individual plan for my GS3 until I receive the other 2 phones and then I just Derrick my plan from an individual plan to s family plan.
Well everything appeared to go fine, until they went to port my numbers over..they got all the numbers mixed up and I had to go to the ATT store to get a new sim card. So after that everything was all good.
Also the FedEx guy delivered my GS3 to the wrong house. Luckily the house was only 3 houses away from mine and I was able to catch the delivery guy before he got of work.
Blazed from my ATT Galaxy S III
A short update to my situation. Turns out that when a shipper requests restricted delivery from UPS, the address cannot be amended, even it's something as minor as an inclusion of an apartment number. If a package cannot be delivered to the address listed, UPS will automatically return it to sender. To make a long story short, I spoke with a customer service rep who spent a good 30 minutes helping me resolve this issue. Although I will have to wait until the returned package hits the warehouse for the money to be credited to me, I was given the option of buying the phones at my local store, located a block away from my place of work, and having my numbers ported to the new phones.
As they say, cooler heads prevail. During my lunch break, I went over to the store (the manager and the individual who processed my purchase were extremely knowledgeable and helpful) and bought the phones. It took about 5 minutes for the numbers to be ported over, and I was on my way back to the office. A short while later, I received a call from an AT&T rep with whom I spoke earlier in the week regarding the status of my order. She reviewed the notes on my account, apologized profusely for the inconvenience cause by the shipping mishap, and stated that she will waive my 1st month's bill to compensate me for it.
On a side note, seeing the speed test numbers (20 Mbps down, 13 Mbps up on the Upper East Side in Manhattan) made me question my sanity for dealing with T-Mobile's 0.5 Mbps for the past year.
I originally ordered two GSIIIs via a phone rep, but the geniuses at the AT&T warehouse forgot to include my apartment number on the air bill. As such, the phones could not be delivered (since this was a restricted package, UPS would not allow AT&T to add my apartment number to the package) and were sent back to the returns center in Ft. Worth, where they were received yesterday. In the meantime, I purchased the phones at a local AT&T store (should have done this from the beginning) and waited for the package to be delivered to the returns warehouse to receive my refund.
Since the phones were received yesterday morning, I logged into my AT&T account and chatted with a rep regarding the refund time frame. She informed me that it takes 5-7 business days to process a return, which is totally acceptable. However, I nearly fell out of my chair when the rep stated that it may take 1-2 billing cycles (1-2 months) for the money to appear in my account. I explained to the rep that I used a debit card to pay for the original order, and that there are no billing cycles associated with it. She stated that it's still treated like a credit card and it will take the same amount of time.
Can anyone confirm this? If worst comes to worst, I'll have to wait, but having to wait 1-2 months to get my money back ($435 is not exactly a small chunk of change) a little extreme, especially since it takes 5-7 days to process the return.
I believe if your debit card has the visa logo or something similar on the bottom right that is completely true and the rep wasn't lieing to you.
Sent from my SAMSUNG-SGH-I747 using xda premium
kgbkny said:
I originally ordered two GSIIIs via a phone rep, but the geniuses at the AT&T warehouse forgot to include my apartment number on the air bill. As such, the phones could not be delivered (since this was a restricted package, UPS would not allow AT&T to add my apartment number to the package) and were sent back to the returns center in Ft. Worth, where they were received yesterday. In the meantime, I purchased the phones at a local AT&T store (should have done this from the beginning) and waited for the package to be delivered to the returns warehouse to receive my refund.
Since the phones were received yesterday morning, I logged into my AT&T account and chatted with a rep regarding the refund time frame. She informed me that it takes 5-7 business days to process a return, which is totally acceptable. However, I nearly fell out of my chair when the rep stated that it may take 1-2 billing cycles (1-2 months) for the money to appear in my account. I explained to the rep that I used a debit card to pay for the original order, and that there are no billing cycles associated with it. She stated that it's still treated like a credit card and it will take the same amount of time.
Can anyone confirm this? If worst comes to worst, I'll have to wait, but having to wait 1-2 months to get my money back ($435 is not exactly a small chunk of change) a little extreme, especially since it takes 5-7 days to process the return.
Click to expand...
Click to collapse
I think you can file a claim with Visa, they will reimburse your money and take it up directly with ATT. My wife would know more and if I get a chance I'll bug her about it later this evening.
ThatJawn said:
I believe if your debit card has the visa logo or something similar on the bottom right that is completely true and the rep wasn't lieing to you.
Sent from my SAMSUNG-SGH-I747 using xda premium
Click to expand...
Click to collapse
Yeah, my bank's debit cards have the Visa logo on them. I'm going to call customer service and see if I they can do anything to expedite the refund, especially since it was their error to begin with. I've returned purchases made with my debit card to other vendors and received prompt refunds. AT&T already got their phones back, so there is absolutely no reason why I should have to wait that long to get my money back.
ancashion said:
I think you can file a claim with Visa, they will reimburse your money and take it up directly with ATT. My wife would know more and if I get a chance I'll bug her about it later this evening.
Click to expand...
Click to collapse
Thanks for the info. I may take it up with my bank also.
I sent mine back for an exchange (had a defective unit) and I was told they issue a credit within 1-2 business days once they receive the equipment. But, they added the banks usually put a 1-2week hold on the funds when it comes to debit cards. I was dealing with the eCommerce (I purchased online through att.com) folks at AT&T. I sent mine back last week via USPS and the warehouse has still not received the device so I don't know for sure how it will work out.
Sent from my SAMSUNG-SGH-I747 using xda premium
the1stSecond said:
I sent mine back for an exchange (had a defective unit) and I was told they issue a credit within 1-2 business days once they receive the equipment. But, they added the banks usually put a 1-2week hold on the funds when it comes to debit cards. I was dealing with the eCommerce (I purchased online through att.com) folks at AT&T. I sent mine back last week via USPS and the warehouse has still not received the device so I don't know for sure how it will work out.
Sent from my SAMSUNG-SGH-I747 using xda premium
Click to expand...
Click to collapse
Last night, I received an e-mail from AT&T, confirming that the returned phones were processed and the refund was authorized. The e-mail states that a refund will be issued back to the original form of payment (in my case, my debit card) within 5-7 business days. Once the refund is issued, it "will appear on your credit card account in the next few days (varies by merchant) or AT&T Wireless statement within one - two bill cycles."
Based on the above, it seems that the live chat rep slightly misinformed me (probably unintentionally). If the refund was issued to my AT&T monthly bill, it would take 1-2 billing cycles to appear. However, this doesn't appear to apply to debit/credit card refunds. As I've mentioned previously, I've had money refunded to my debit card in the past, and it usually appeared in my account as soon as the refund was issued. I guess the hold policy depends on the bank.
With regards to your device, do you have the tracking/delivery confirmation number for the shipment? If yes, what's the current status?
The last update was Friday the 13th. It states "picked up by the shipping agent".
But, I just received the same email as you from AT&T this afternoon.
Sent from my SAMSUNG-SGH-I747 using xda premium
kgbkny said:
I originally ordered two GSIIIs via a phone rep, but the geniuses at the AT&T warehouse forgot to include my apartment number on the air bill. As such, the phones could not be delivered (since this was a restricted package, UPS would not allow AT&T to add my apartment number to the package) and were sent back to the returns center in Ft. Worth, where they were received yesterday. In the meantime, I purchased the phones at a local AT&T store (should have done this from the beginning) and waited for the package to be delivered to the returns warehouse to receive my refund.
Since the phones were received yesterday morning, I logged into my AT&T account and chatted with a rep regarding the refund time frame. She informed me that it takes 5-7 business days to process a return, which is totally acceptable. However, I nearly fell out of my chair when the rep stated that it may take 1-2 billing cycles (1-2 months) for the money to appear in my account. I explained to the rep that I used a debit card to pay for the original order, and that there are no billing cycles associated with it. She stated that it's still treated like a credit card and it will take the same amount of time.
Can anyone confirm this? If worst comes to worst, I'll have to wait, but having to wait 1-2 months to get my money back ($435 is not exactly a small chunk of change) a little extreme, especially since it takes 5-7 days to process the return.
Click to expand...
Click to collapse
I used to work in an att call center(sales/ccare)and we are supposed to tell the customer it can take up to 2 billing cycles for the funds to be refunded back your account, however it NEVER takes this long, I have never seen it take long before.
Preordered Nexus 6p 64 on first day from Google Store
Forgot to include Nexus Protect Plan $89 so I contacted Google to add this to my pre order.
I was told I must cancel my order and re order even though the phone is no longer available, Join the wait list with the Protect Plan.. Then wait for an undetermined time, maybe next year to get the Nexus 6p.
I was told I could order another phone and wait for it then send the phone back in remorse.
Does this make sense to anyone?
Maybe I'll either sell the phone on Ebay for $800 or cancel and jump on the Samsung Note 5 or S6 edge
I should have just kept my Nexus 6 ( Oh well for a forward thinking company, the Emperor still has no cloths )
mmessina said:
Preordered Nexus 6p 64 on first day from Google Store
Forgot to include Nexus Protect Plan $89 so I contacted Google to add this to my pre order.
I was told I must cancel my order and re order even though the phone is no longer available, Join the wait list with the Protect Plan.. Then wait for an undetermined time, maybe next year to get the Nexus 6p.
I was told I could order another phone and wait for it then send the phone back in remorse.
Does this make sense to anyone?
Maybe I'll either sell the phone on Ebay for $800 or cancel and jump on the Samsung Note 5 or S6 edge
I should have just kept my Nexus 6 ( Oh well for a forward thinking company, the Emperor still has no cloths )
Click to expand...
Click to collapse
No it doesn't make sense that Google orders can't be edited.... They should really work in incorporating that feature on their site.
Sent from my Nexus 5 using XDA Free mobile app
Not just their site, The support group is unable to edit or add to an order. Support called left a message to email them., if I still had a problem. I really hate sending something good back, restocking and keeping a new device from someone else.
Maybe Google should get the " Internship" back to modernize their store. Vince Vaughn and Owen Wilson wouldn't do this to me.
Are you stuck on Nexus Protect? How about just getting Squaretrade on it? I think its close to the same price and coverages
Or
Try calling or emailing Assurant Solutions, they are the ones that partnered with Google for Nexus Protect. Maybe you can get through them.
https://www.mynexusprotect.com/google.aspx?lang=en
https://www.mynexusprotect.com/google/general/contact-us.aspx
Emailed them, will see if that works. If not no insurance or squaretrade. Anyone here ever make a claim?
Sent from my SAMSUNG-SM-N900A using XDA Free mobile app
mmessina said:
Emailed them, will see if that works. If not no insurance or squaretrade. Anyone here ever make a claim?
Sent from my SAMSUNG-SM-N900A using XDA Free mobile app
Click to expand...
Click to collapse
From Squaretrade website.
How your item gets fixed depends on what it is, the type of damage, and the type of plan you have. Here are some of the service options we offer:
Send it in for Repair: We’ll repair your item in five business days or less after we’ve received it, guaranteed. We'll also pay for shipping to and from our repair center.
Same-day Local Repair: You can arrange for your own repair provider for same-day repairs and send us the receipt to get reimbursed.
Next-day Replacement: For smartphones and iPhones, we’ll send you a replacement phone for next-day delivery (when available). As always, we cover all shipping costs.
I placed an order October 14 (23 day ago) to get a Pixel XL phone from Google. Today I received an e-mail telling me that my order was canceled. I called customer service and Mark explained it was cancelled because there's something wrong with my credit line (Google Credit – Synchrony Bank).
I contact them (Synchrony Bank) via chat, and they said (Naomi North) everything is OK with the account. My credit line still on $3,000 and no activity was observed except the Pending charge for the Pixel XL order.
I called you back Google and Quanidria explained the bank (Synchrony Bank) remove the AUTH for this transaction, so they have to cancel the order.
I called Synchrony Bank again and Yashira from customer service says, they can keep the authorization for a limited time, BY LAW (about 20 days). If Google did not charge the item during that time, the authorization automatically is removed.
I already waited 23 days ago. The Pixel Phone XL is not available (additional unknown waiting time). Now, I need to place the order again when the phone become available and I'll be at the end of the line (4-6 weeks waiting time). THIS SUCKS!
If Google accept the Synchrony Bank as a method of payment, they should know they have a limited time to charge the Pixel XL to the credit line they offer. If delivery time are higher than authorization from Synchrony Bank, they should know this will happen.
Google should send an e-mail explaining the situation, before cancel the order so we can fix it and start all over again. No notification on this matter was provided.
I already bought a $30 case & $10 Tempered Glass for my Pixel I’ll not receive. I need to place a new order when the item becomes available. If I choose Synchrony Bank as a method of payment, and they don’t ship this item in a promptly way, the cycle will start over again…
Google service is a nightmare. They can't restore a cancelled order. They can't modify any order placed. They don't even know what the heck was going on with the order. Probably they don't realize yet that all the customer that order the phone via Synchrony Bank, will get the authorization cancelled, giving that waiting delivery time is 4-6 weeks (more than the 20 days authorization remain active).
I'm wondering if this happen to anybody and how Google address the situation. Please comment.
Did you check your synchrony bank account after you purchased regularly? did the charge sit there pending for that period of time? It sounds like most people got shipping notifications today for their XL - 128GB order, many of which discussed using the synchrony bank for the financing, so you may have just been unlucky and had something glitchy happen, there has been a few reports of that. I guess my account just showed a pending charge today, so I'm wondering did you never see that for 20 days, or did yours pop up and then immediately get cancelled?
I'm in the same boat as you ace, they're dragging their feet on everything to do with my order too. Most unhelpful bunch I have ever dealt with in my life. My order was from the eighth, of october.
I got lucky, I got my 32 gig at best buy. The guy selling it to me was pissed because his was still a month out, he ordered thru google
Sent from my Pixel XL using XDA-Developers mobile app
I never seen the charge during 20 days. Suddenly two transactions appears on Temporary Transactions, one for the "hold" and the other as a credit funding back my account.
ElYukiPR said:
I placed an order October 14 (23 day ago) to get a Pixel XL phone from Google. Today I received an e-mail telling me that my order was canceled. I called customer service and Mark explained it was cancelled because there's something wrong with my credit line (Google Credit – Synchrony Bank).
I contact them (Synchrony Bank) via chat, and they said (Naomi North) everything is OK with the account. My credit line still on $3,000 and no activity was observed except the Pending charge for the Pixel XL order.
I called you back Google and Quanidria explained the bank (Synchrony Bank) remove the AUTH for this transaction, so they have to cancel the order.
I called Synchrony Bank again and Yashira from customer service says, they can keep the authorization for a limited time, BY LAW (about 20 days). If Google did not charge the item during that time, the authorization automatically is removed.
I already waited 23 days ago. The Pixel Phone XL is not available (additional unknown waiting time). Now, I need to place the order again when the phone become available and I'll be at the end of the line (4-6 weeks waiting time). THIS SUCKS!
If Google accept the Synchrony Bank as a method of payment, they should know they have a limited time to charge the Pixel XL to the credit line they offer. If delivery time are higher than authorization from Synchrony Bank, they should know this will happen.
Google should send an e-mail explaining the situation, before cancel the order so we can fix it and start all over again. No notification on this matter was provided.
I already bought a $30 case & $10 Tempered Glass for my Pixel I’ll not receive. I need to place a new order when the item becomes available. If I choose Synchrony Bank as a method of payment, and they don’t ship this item in a promptly way, the cycle will start over again…
Google service is a nightmare. They can't restore a cancelled order. They can't modify any order placed. They don't even know what the heck was going on with the order. Probably they don't realize yet that all the customer that order the phone via Synchrony Bank, will get the authorization cancelled, giving that waiting delivery time is 4-6 weeks (more than the 20 days authorization remain active).
I'm wondering if this happen to anybody and how Google address the situation. Please comment.
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Let me ask you... Did you initiate correspondence with google either via chat, phone or email. The reason I ask is that I placed (my reorder from their screw up Oct. 4th) on Oct. 28th. A week later I noticed what appeared to be a duplicate charge on synchrony account and when I called synchrony to inquire, they said it was a reversal and the order had been cancelled. called google and one person verified that it had. I was pissed. Called google again and they said no, everything was fine. In reading other peoples posts I determined myself that part of the process is the pending will drop off after a period of time like you mentioned. Through some more calls to google I kept getting reassurance that my order was fine and a week ago it went from preordered to pending and then last night it went from preordered to processing and the charge has reappeared on synchrony as well as payments.google.com. So what I'm saying is that the people we are talking to don't have a clue and that in fact your order may be fine. As I received a email from google AFTER calling to inquire about the order that it had been cancelled and that was in fact not true. Hopefully your order is still intact and you are getting info from google reps that I feel are temps they've brought on to field the massive influx of calls due to their mismanagement of this launch and they don't understand what they are looking at with the tools given them. I don't think they are able to look at anything more than what we can see on our order pages. Sorry for the long post but just wanted to offer you a scenario that maybe your order is okay. I can't guarantee you that it is but this has been my experience. And I've had way too much experience in dealing with them since Oct. 20th when my first order was supposed to be here. Probably spent 20 hours on phone, chat and email in the last 3-1/2 weeks. Good luck.
dwkick said:
Let me ask you... Did you initiate correspondence with google either via chat, phone or email. The reason I ask is that I placed (my reorder from their screw up Oct. 4th) on Oct. 28th. A week later I noticed what appeared to be a duplicate charge on synchrony account and when I called synchrony to inquire, they said it was a reversal and the order had been cancelled. called google and one person verified that it had. I was pissed. Called google again and they said no, everything was fine. In reading other peoples posts I determined myself that part of the process is the pending will drop off after a period of time like you mentioned. Through some more calls to google I kept getting reassurance that my order was fine and a week ago it went from preordered to pending and then last night it went from preordered to processing and the charge has reappeared on synchrony as well as payments.google.com. So what I'm saying is that the people we are talking to don't have a clue and that in fact your order may be fine. As I received a email from google AFTER calling to inquire about the order that it had been cancelled and that was in fact not true. Hopefully your order is still intact and you are getting info from google reps that I feel are temps they've brought on to field the massive influx of calls due to their mismanagement of this launch and they don't understand what they are looking at with the tools given them. I don't think they are able to look at anything more than what we can see on our order pages. Sorry for the long post but just wanted to offer you a scenario that maybe your order is okay. I can't guarantee you that it is but this has been my experience. And I've had way too much experience in dealing with them since Oct. 20th when my first order was supposed to be here. Probably spent 20 hours on phone, chat and email in the last 3-1/2 weeks. Good luck.
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When what he is saying happened happens, you get an email stating that your order has been put on hold from the google store and then an email right after stating that it has been canceled so nope mine was indeed canceled.
In fact I then had to place another order myself because they are not able to place another order for you.
dwkick said:
Let me ask you... Did you initiate correspondence with google either via chat, phone or email. The reason I ask is that I placed (my reorder from their screw up Oct. 4th) on Oct. 28th. A week later I noticed what appeared to be a duplicate charge on synchrony account and when I called synchrony to inquire, they said it was a reversal and the order had been cancelled. called google and one person verified that it had. I was pissed. Called google again and they said no, everything was fine. In reading other peoples posts I determined myself that part of the process is the pending will drop off after a period of time like you mentioned. Through some more calls to google I kept getting reassurance that my order was fine and a week ago it went from preordered to pending and then last night it went from preordered to processing and the charge has reappeared on synchrony as well as payments.google.com. So what I'm saying is that the people we are talking to don't have a clue and that in fact your order may be fine. As I received a email from google AFTER calling to inquire about the order that it had been cancelled and that was in fact not true. Hopefully your order is still intact and you are getting info from google reps that I feel are temps they've brought on to field the massive influx of calls due to their mismanagement of this launch and they don't understand what they are looking at with the tools given them. I don't think they are able to look at anything more than what we can see on our order pages. Sorry for the long post but just wanted to offer you a scenario that maybe your order is okay. I can't guarantee you that it is but this has been my experience. And I've had way too much experience in dealing with them since Oct. 20th when my first order was supposed to be here. Probably spent 20 hours on phone, chat and email in the last 3-1/2 weeks. Good luck.
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Thanks for your time... I received an e-mail and immediately I check the status on my account. It says CANCELLED (see attachment). Did your order appears CANCELLED too, or never been at that point? My delivery estimate date was November 23-25. If this happened to you, maybe my order is okay. I HOPE!!! Google have the worst customer service I ever had.
ElYukiPR said:
Thanks for your time... I received an e-mail and immediately I check the status on my account. It says CANCELLED (see attachment). Did your order appears CANCELLED too, or never been at that point? My delivery estimate date was November 23-25. If this happened to you, maybe my order is okay. I HOPE!!! Google have the worst customer service I ever had.
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No, I'm sorry. Mine never said cancel on the order page like that. In two different phone calls Google told me it was cancelled and one of them sent me an email stating it was cancelled but was obviously incorrect seeing as how my phone shipped yesterday and will be here tomorrow. I was just hoping you had the same situation that i did and that it was okay. I'd like to hope it isn't cancelled but I'd say that from the looks of that yours is cancelled. Sorry about that
dwkick said:
No, I'm sorry. Mine never said cancel on the order page like that. In two different phone calls Google told me it was cancelled and one of them sent me an email stating it was cancelled but was obviously incorrect seeing as how my phone shipped yesterday and will be here tomorrow. I was just hoping you had the same situation that i did and that it was okay. I'd like to hope it isn't cancelled but I'd say that from the looks of that yours is cancelled. Sorry about that
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* sigh *
ElYukiPR said:
* sigh *
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I know. ????. Google really screwed a lot of us. Good luck in getting a new phone.