Other Customer Service Support

[Benecya]

My upgrade via Device Payment Plan (DPP) financed through Verizon, is repeatedly being rejected.  Verizon blames Best Buy, Best Buy is blaming Verizon's server and so on...

All 3 UDP lines are upgrade eligible.  None of them have installment billing currently, none of them are in contract.  I have confirmed with verizon that all of them are eligible for upgrade and that nothing would be preventing me from processing an upgrade through them; EXCEPT Verizon doesn't carry the device in the preferred color.  

The device I wanted to upgrade to is a Samsung Galaxy Note9 128 GB in Cloud Silver, which is available for $799.99 w/ installment billing or$999.99 full retail.  I was successful in adding the device at full retail to my cart when choosing Unlocked, Activate Today, Upgrade Thru Verizon, Signing in, Selecting the Line.  But when trying to process with a DPP, I am unable to proceed after the Checking Upgrade Status stage.

I have tried different browsers, incognito mode, different devices, etc but nothing seems to work.  It has been several days with this issue persistent since the release of the Cloud Silver variant on October 5th.

These are the exact steps taken:

Without logging in, I locate the device Sku #6296215. 

I ensure the color, carrier, and payment options are correct.

I click Add to Package

I click upgrade

I sign in using the Account Manager Username & PW

I select the line I want to upgrade after determining it is eligible

I receive a message that states "Hang with us while Verizon reviews your account info...You will be able to continue in 1:00" which counts down the seconds before I may continue

At 00:00 seconds I click continue

Checking Upgrade Status Message Appears

Then it says almost done

then it says:

Sorry, but Verizon declined your upgrade.

---

If you'd like to purchase this phone, you'll have to buy it at the full retail price."

The window itself is labeled cannot continue.

WHAT THE HECK IS GOING ON.

[Kayla-BBY Social Media Specialist]

Hello Benecya,

Thank you for thinking of Best Buy when you decided to upgrade your Verizon phone to the Samsung Galaxy Note9 in Cloud Silver. It should be a really exciting experience to receive a new phone so I’m disheartened to hear that you haven’t been able to get through the upgrade process online.

In sounds like you’ve already done some basic troubleshooting by looking through your account to ensure that your account information matched and you don’t still owe money on your previous device. Those two items are the most common reasons, in my experience, that a carrier wouldn’t be able to verify and approve an upgrade online. At this point, if you have not been able to make your purchase yet, my best suggestion would be to go into your local Best Buy store to seek assistance. In store, they should be able to review your account and possibly even contact Verizon on your behalf to see what may be happening. I hope this helps! If there is anything else I can do for you here, please let me know.

Thank you,

[Benecya]

I was able to make a purchase on the 9th, and will be paying full price until the Promo credits and promo trade in credits SHOULD be applied despite the purchase occuring outside the expiration date as it was not for a lack of trying and Verizon has already agreed that I will receive it. No one can find any issue wrong with my account there's no reason I shouldn't be able to upgrade and there's no reason I was able to upgrade if I was unable to and past that I can see. This issue needs to be resolved because apparently I'm not the only one experiencing it.what are the parameters are that allowed me to make a purchase on the 9th as opposed to the 8th or any day prior since the 28th of September those should be made known. Someone needs to be investigating the cause of the problem and a solution should be offered. This is not just a BestBuy problem as I was having difficulty on other sites however BestBuy is the only one who had a variant that I preferred so in my opinion it is a BestBuy problem in its own way. Please let me know what your findings are

[JayMayz]

I just decided to go into a Verizon shop. No free TV like best buy, which is unfortunate, but they suddenly had the color I wanted so I just pulled the trigger.

[Benecya]

So were you able to get the black one?

[JayMayz]

Yep, Verizon sells it now, I guess