topic Re: Customer Service Help needed! Easy pay stuck and not processing for days. in Customer Care

Customer Service Help needed! Easy pay stuck and not processing for days.

sl2022 — Thu, 26 Mar 2020 11:31:40 GMT

Please help. I have called every day for the past 3 days and I cannot get anyone to solve this issue. I scheduled a lot of easy payments to go thru on 3/22 and they are stuck in processing and I geep getting an error message when I log in. Also the system will not allow me to place an order until this is corrected. I have NO past due installments.

This is the message I get:

Our records indicate you have a past due installment on an Easy Pay order. You must update your credit card information and pay this installment before a new order can be placed.

Once you have paid all outstanding installments, you may return to your shopping cart to restart your order.

Re: Customer Service Help needed! Easy pay stuck and not processing for days.

sl2022 — Thu, 26 Mar 2020 11:43:22 GMT

Also, credit card is valid and all information for it is correct. Other payments have been gone thru with the same card.

Re: Customer Service Help needed! Easy pay stuck and not processing for days.

Susan-QVC — Thu, 26 Mar 2020 11:45:04 GMT

@sl2022 wrote:

Please help. I have called every day for the past 3 days and I cannot get anyone to solve this issue. I scheduled a lot of easy payments to go thru on 3/22 and they are stuck in processing and I geep getting an error message when I log in. Also the system will not allow me to place an order until this is corrected. I have NO past due installments.

This is the message I get:

Our records indicate you have a past due installment on an Easy Pay order. You must update your credit card information and pay this installment before a new order can be placed.

Once you have paid all outstanding installments, you may return to your shopping cart to restart your order.

@sl2022 Good Morning, I am sorry to see you are having trouble getting these orders to update. The orders are showing they are currently being worked on the resolve. Most likely you will see them update by this evening, if not please reach out to us.

Susan

Re: Customer Service Help needed! Easy pay stuck and not processing for days.

sl2022 — Fri, 27 Mar 2020 10:46:13 GMT

It still has not been corrected. The items still have not cleared. All credit card information is correct. I am still getting the same message when I log in. It is preventing me to do anything with my account and It also does not let me order anything. This has been going on since 3/22.

PLEASE help. I keep getting told it is being resolved and it is not.

Re: Customer Service Help needed! Easy pay stuck and not processing for days.

tk1234 — Fri, 27 Mar 2020 12:52:52 GMT

@sl2022 wrote:
It still has not been corrected. The items still have not cleared. All credit card information is correct. I am still getting the same message when I log in. It is preventing me to do anything with my account and It also does not let me order anything. This has been going on since 3/22.

PLEASE help. I keep getting told it is being resolved and it is not.

This may just be a workaround, as I have an item for which I paid the balance on 3.22.20, and all three of those payments are stuck, too: Try updating the card expiration date, even if the date has not changed, for each stuck payment.

The payments are still stuck in the past due status, but I have been able to purchase, including on easy pay. I use easy pay a lot for purchasing, and then pay the balance once I receive the item and like it.

If I call customer service, the line just disconnects, so I am unable to find out further info.

I am happy that you posted your experience, as I thought that it was just my account going through it.

Re: Customer Service Help needed! Easy pay stuck and not processing for days.

sl2022 — Fri, 27 Mar 2020 14:00:10 GMT

Thank you for your reply. I did update my credit card expiration date yesterday and the day before (even though it was correct) and this did not help. I get a message when I log in. States my payments are stuck in a past due status and I must pay them before it allows me to order again. They are not late. When I try to order online it will not let me complete it and says to call customer service to resolve the past due balance.

At least I know I am not the only one with this issue but customer service has been no help up to this point. Every day I keep being told that the system will update the following day and so far that has not happened for me. I am now on day 4 trying to get this resolved.

Re: Customer Service Help needed! Easy pay stuck and not processing for days.

Kim-QVC — Fri, 27 Mar 2020 14:05:50 GMT

@sl2022 wrote:

Thank you for your reply. I did update my credit card expiration date yesterday and the day before (even though it was correct) and this did not help. I get a message when I log in. States my payments are stuck in a past due status and I must pay them before it allows me to order again. They are not late. When I try to order online it will not let me complete it and says to call customer service to resolve the past due balance.

At least I know I am not the only one with this issue but customer service has been no help up to this point. Every day I keep being told that the system will update the following day and so far that has not happened for me. I am now on day 4 trying to get this resolved.

Hi @sl2022 please email us at QVCSocialTeam@qvc.com for further assistance with the orders and your account, thank you. Kim

Re: Customer Service Help needed! Easy pay stuck and not processing for days.

sl2022 — Fri, 27 Mar 2020 14:45:25 GMT

I have sent an email. Thank you!