What is going on? I'm getting so frustrated

Submitted by cassette_sunday t3_125zvvz in iphone

My iPhone 14 Pro is having hardware issues with the display, and I figured, I already have Apple Care+ so why not pay to get a replacement phone. I went through Apple support earlier this morning and the person walked me through the steps of payment. I paid but then I started to notice something odd. For some reason, the payment was still pending even though money was deducted from my account. I have no idea what gives. I went back to Apple support and they are telling me I'd have to get refunded. I don't understand how this could happen. I paid through Apple Pay using a debit card like I have for other items in the past but for someone odd, odd reason, this time it didn't go through, so now I can't get a replacement phone as of now. The support person was telling me to wait for a refund and to contact my bank about this. I'm honestly livid and frustrated. How could they not receive payment even though money was deducted from my account??!

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infinityandbeyond75 t1_je6vil1 wrote

This is to hold funds in case you don’t return the broken device. As long as it says pending you’re fine.

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cassette_sunday OP t1_je6wc66 wrote

However, support told me the payment wss never credited to the dispatch team. I believe because I noticed once I paid, I didn't receive a repair ID number via email or even a transaction Apple email.

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Dal3488 t1_je6sisp wrote

Payment is showing pending where? On your Apple Replacement Order or with your bank?

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cassette_sunday OP t1_je6sx4h wrote

Apple replacement order. I opened the Apple wallet app and it still says pending. Something must have gone wrong. I don't understand. Replacement costs were deducted, I remember getting the transaction notification immediately from my banking app. Now this, I'm frustrated.

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Dal3488 t1_je6uokt wrote

Transactions will show pending until the charge is finalized. This is pretty standard across any banking system. It can take 1-3 days for it to clear/finalize, especially if it's a hold charge. Doesn't mean the payment didn't go through. That's why it was deducted from your bank. Normally if it's a hold charge, it will finalize when your order ships.

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cassette_sunday OP t1_je6vwc9 wrote

Support told me that the payment was never credited to the dispatch team. I don't know anymore tbh. Support was the one that told me to contact my bank. Fair enough.

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Dal3488 t1_je6wr65 wrote

I think maybe you got a bad rep who was playing on your panic and was just trying to shove the responsibility to your bank. It's normal for a transaction to show Pending until the payment clears. I have transactions that sit at pending for days sometimes before they clear. Did you get an order confirmation or anything when you placed your replacement order? What does your replacement order status say? Your order wouldn't have processed if the payment was not successful.

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cassette_sunday OP t1_je6xgep wrote

I never received any confirmation email. I remember when I was about to pay, I got an email that I would click to pay. I paid using Apple Pay via debit card and it immediately deducted the amount from my account. I have no idea.

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Dal3488 t1_je6y2pi wrote

Not familiar with that process. I've always used the Apple Support app to place replacement orders.

You've checked under your Apple account under Orders to see if it's there?

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cassette_sunday OP t1_je6z8p5 wrote

I used the support app too. I have no clue where to go from now.

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