1. furiousd49's Avatar
    So I ordered my Moto X Pure the day the site went live with it. The next day I get an email that my order has been cancelled. No reason was stated. So I call support. Support says it might be because my shipping address (where I work during the day) is different from my billing address on the credit card. Support told me that they'd put in a request saying that I confirmed my address, and that the hold should be lifted.

    The next day I call back just to ensure that everything is ok, if it wasn't I would just change the stupid address to my billing address. Support claims everything is fine and nothing should affect the ship date.

    Cut to TODAY a week later. I get an email saying my request has been declined and my order has been cancelled.

    I call back angry. They tell me they will submit it for review again, and they don't know why it keeps getting declined, and to wait 24 hours again.

    Did this happen to anyone else? Keep in mind they already took $595 out of my account, so I'm a bit angry.
    09-08-2015 06:11 PM
  2. jephanie's Avatar
    Is it your credit card issuer denying the charge?

    Sent from my XT1060 using Tapatalk
    09-08-2015 06:19 PM
  3. furiousd49's Avatar
    Nope called them. They said there is no hold on the charge.
    09-08-2015 06:27 PM
  4. linuxmel's Avatar
    Just ask for a refund from moto. It's pretty standard to require ship address to be the same as card holder. It's supposed to protect you ☺. Good luck and let us know the final outcome.

    Posted via the Android Central App
    09-08-2015 06:32 PM
  5. jexx's Avatar
    Maybe have the credit card issuer give a call to Motorola? I'd be pissed too. My billing address is a PO Box, I have a Postal Annex handle all my delivered stuff. I don't know how that's going to work out for me ordering my phone?
    09-08-2015 06:34 PM
  6. lkmel's Avatar
    Just posted in the "I've ordered" thread about this. I had the same thing happen to me but my order is "on hold" right now. It's being reviewed by the approval team and am told I should still get the same delivery date.

    After reading your post, I'm doubting this will happen.
    09-08-2015 06:40 PM
  7. furiousd49's Avatar
    Yeah hope you have better luck than I did.

    Just waiting to see what happens at this point. I still want the phone so I don't want to get a refund yet.
    09-08-2015 06:43 PM
  8. Cakefish's Avatar
    Just ask for a refund from moto. It's pretty standard to require ship address to be the same as card holder. It's supposed to protect you ☺. Good luck and let us know the final outcome.

    Posted via the Android Central App
    I had a different delivery address to my billing address and successfully ordered a Moto X Play direct from Motorola. So it's definitely not that that's the problem.
    09-08-2015 06:58 PM
  9. Akshat Khurana's Avatar
    This happened to me as well on sept 2...when i wanted to order the ashwood moto from moto maker...they wouldnt ship to a pobox/mail forwarding facility as I live in Canada...I was shipping it to a place near the border where I could just go pick it up from...Cancelled my order without even notifying me. So i just ordered from Amazon...I"m getting my phone faster this way. I did email Motorola about this bad service...no reply as of yet though.
    09-08-2015 07:10 PM
  10. jexx's Avatar
    Yeah! See my post above..I have successfully ordered all sorts of stuff with my PO Box billing address to a different shipping address, has never been a problem. Sounds as though Motorola has a different thing going on in that regard? I sure hope not though. Hopefully it will work out for the OP and others having a problem.
    09-08-2015 07:12 PM
  11. furiousd49's Avatar
    Well the first support person said that the shipping address may be a problem. She never really confirmed if it was the actual problem. All the other support people I've talked to can't really give me an answer as to why it got declined, and keep saying it's a different department and they can only submit requests about the shipping issue.
    09-08-2015 07:21 PM
  12. krazyatom's Avatar
    I would just wait for nexus 5/6. I would be pissed.

    Sent from my A0001 using Tapatalk
    09-08-2015 07:37 PM
  13. MoPhoMan's Avatar
    Add me to the list. I got pegged the day after too because somehow in the crash it changed from the physical address to ship to to the po box of the billing address. I was told to just reorder by tech support and there was no way to change the address on their end (which I still find hard to believe). Well I ordered the white/champagne frame combo and that has been sold out since day one. So I'm out of luck there. To add insult to injury they have now charged my card 3 times for the cancelled order. Each time I call they apologize for the error and reverse the charges but I guess with the holiday weekend it has been slow to process... What a mess. My bank has put a stop payment and flagged Motorola on my account. It didn't have to be this way...
    09-08-2015 10:49 PM
  14. furiousd49's Avatar
    Cross post from the angry post I made on motorola forums

    Called again. They can't tell me why the order has been denied. I can't talk to anyone in charge. I can't talk to the person who denied my order.

    They keep telling me that its going to take 24-48 hours to MAYBE get someone to MAYBE talk to me about it. But they're not sure if that will happen. They've told me this multiple times. This is ridiculous at this point. What the hell is going on? Why can't I get a straight answer?

    Absolutely the worst buying experience I've ever had on ANY website. Ebay scammers are better than this.
    09-09-2015 06:16 PM
  15. ibcop's Avatar
    Cross post from the angry post I made on motorola forums

    Called again. They can't tell me why the order has been denied. I can't talk to anyone in charge. I can't talk to the person who denied my order.

    They keep telling me that its going to take 24-48 hours to MAYBE get someone to MAYBE talk to me about it. But they're not sure if that will happen. They've told me this multiple times. This is ridiculous at this point. What the hell is going on? Why can't I get a straight answer?

    Absolutely the worst buying experience I've ever had on ANY website. Ebay scammers are better than this.
    Well, on the bright side you're not out any money. I'd forget this order and do a re-order with Moto. They cancelled the order so the material that you had reserved (color scheme) has probably been given to another customer. It sucks but hopefully things will work out. If not, maybe they will provide a freebie of some sort to you.
    09-09-2015 06:43 PM
  16. Ntchwaidumela's Avatar
    My first order was cancelled by Motorola because payment was held by my CC company and it took a while before I got the inquiry message from them. Once I got the message and approved the charge, I reordered and everything went through. Fraud protection is always good to have, though.
    Ry likes this.
    09-09-2015 10:04 PM

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