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atandtwhy

Teacher

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8 Messages

Fri, Oct 27, 2017 8:29 PM

Closed

iPhone X Pre-Order Cancelled

I stayed up to pre-order an iPhone X, created a new account with AT&T, and was confirmed to receive the phone Nov 3. Today around noon, I received an email telling me the order was cancelled. I called into AT&T and first was told the sale department can't help, so I need to call the e-commerce department, then the e-commerce department told me I had to go to a store, then the store manager told me it's because they "couldn't contact me for a few days", which is not possible as I did this last night, and he told me to call customer service.

 

Is there any accountability at this company? This has never happened to me with other carriers, can't believe AT&T doesn't want new business.

Responses

Tutor

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3 Messages

3 years ago

I am having the exact same experience, have wasted 3 hours on the phone so far.  They sent me the confirmation email, they charged my credit card for the taxes, and then cancelled my order.  They can't explain it, it is a circus, I have been transferred and hung up on numerous times, it is a total joke.  All they tell me to do is to reorder and get my phone sometime in late December, no concern what so ever. 

atandtwhy

Teacher

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8 Messages

3 years ago

I saw in a thread AT&T was able to fix this for people that had the SAME problem for the iPhone 6 launch. Hopefully AT&T cares MORE now than they did in 2014.

 

https://forums.att.com/t5/Apple/Why-was-my-order-cancelled/td-p/4151694 

Contributor

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2 Messages

3 years ago

I had the same problem and it' so frustrating. I stayed last up night just to make sure that I was able to pre-order it with a delivery date of Nov. 3. Everything went fairly smoothly. I got the confirmation email that my order was placed and with an estimated delivery of Nov. 3. I checked my bank account, and indeed I was charged the amount I paid when ordering. I also looked at myATT account and it also confirms that my order is being processed. It seemed everything went through. I went to sleep a happy camper.

 

This morning, I checked myATT status order just to make sure that no mishaps has happened. Lo and behold, I see my order status as CANCELED. I did not receive any email regarding the cancellation and the order status provided little to no reasoning as to why my order was canceled. I called customer service to get the matter straightened out. First customer service agent spent 20 minutes trying to figure out why my order was canceled. I was placed on hold multiple times, going back and forth, ensuring that it is being looked at by a manager. After being on hold for 20 minutes, my call was ended. I waited 10-15 minutes for the customer representative to call me back, but no call back. 

 

I decided to call back again, and finally got a hold of another customer service representative. I provided again my inquiry and she assured me that my order is still in progress on her end. I told her that that's not what I see on my end and asked her if she could look into it. During this time, I finally received the cancellation email from ATT. The email states: "We couldn't confirm your identity with the information you gave us, so we had to cancel your order. Don't worry. If there was a hold on your card, we'll release the funds soon." I then read the email to the customer service agent, and asked the reason why it was cancelled, since the email was very vague. I was then again placed on hold. Another 10 minutes passed, I was then transferred to another customer service representative and asked the reason I was calling. At this point, I was very frustrated because of the run around I was getting. The THIRD customer service agent looked into my order again and she in fact confirmed that my order was canceled. She could not find the reason why it was canceled, nor tried to looked in my order further.  She asked if I would like her to place another order for me, which I then said Yes, if she could provide the same delivery date of Nov 3. She reassures me that she is able to request my original delivery date, but it's hard to believe anything I am told because of this experience.

 

Definitely frustrated with this company and I now I ask myself why I've been with them for almost 20 years.

 

 

atandtwhy

Teacher

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8 Messages

3 years ago

AT&T... You gotta fix this... Both new and old customers are frustrated.

Tutor

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4 Messages

3 years ago

Loyal customer of 10 years:

 

Well, really gotta take my hat off to AT&T customer service. Woke up early to pre-order the iphone X online this morning, after 20 mins of waiting in line got my order submitted with email confirmation. When I checked the order status this morning, my order had been cancelled. After 4 calls, a collective 3.5 hours of being passed off to customer service, e commerce, online sales, and customer loyalty, I finally was told that because my shipping address didn't match my billing address, the order was cancelled due to 'security' reasons. I opted to have the phone shipped to my place of work (a school) because I've multiple packages stolen from my home doorstep and decided I can't risk that anymore. I was finally told to go to a retail store to again pre order the phone, but when I arrived I was told that due to demand, stores were not taking pre orders. 

 

I completely understand, the demand for the iphone X is insane. Regardless, after hours on the phone confirming and re-confirming who I was and why I wanted the phone shipped to my work, I was never offered any solution other than re-submit the order online and have it shipped to my home. Even better, the phone is now estimated to ship around the same time I am getting married and will be on my honeymoon in mid-december. 

 

I'm not one to go full on customer service assassin, but has anyone experienced this level (or lack thereof) of customer service from AT&T? If so, were you offered anything to compensate for your troubles? 3.5 Hours Being Tossed aroumd by AT&T Customer Service

Tutor

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3 Messages

3 years ago

They are reading from a script, shutting me down hard.  They claim I made an error when ordering, but I placed 2 identical orders, received the same confirmation email and my CC was charged for the taxes.  I still have no confirmation that it has been cancelled.  But nobody can find my order.  

 

Update:  I was given this number to call 800-331-0500, I believe it is the retention team, if not it was a very experienced rep.  She told me the system crashed last night, so many orders that were placed are not actually cancelled and they are trying to get them all added back onto the system.  Every rep I talked to, could not see my order and told me to cancel and to place a new order, and the new delivery dates will apply.  This rep told me to absolutely not cancel and wait for it show up on the system, I will then receive an email update and my order will remain in the que per the original order time and shipping dates.  Hoping this turns out to be true. 

Contributor

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2 Messages

3 years ago

SAME ISSUE HAPPENED TO ME....I AM SO FRUSTRATED, ANGRY AND TIRED!!!!!!  getting up at2:00 am and now my order is cancelled!!!!  WHAT CAN WE DO??????

atandtwhy

Teacher

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8 Messages

3 years ago

I emailed the CEO. We will see if he lives by ATTCARES.

Contributor

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2 Messages

3 years ago

Now the date of delivery will be December!!!!  I was on the phone for almost three hours today!!! and their response ...."sorry"

Contributor

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1 Message

3 years ago

I am so glad that I am not the only one that experienced this problem and I have to say this may have been the worst possible service anyone could have experienced. Not only did I get tossed around from one customer service to another, no-one could explain the reasoning behind why my order was cancelled. 

At one point I was chatting with a customer service representative on the phone and was being transferred for the 3rd time, they actually ended up making me wait on the phone for 15 minutes only to be transferred to a Spanish speaking representative. Unbelievable.... 

Then here is the kicker, I decided to see if chatting with someone would help and I asked for someone to call me to get this issue resolved. aroudn 3 minutes later, I received a phone call from an unknown number and picked up. This person claiming to be from AT&T and said he would help fix all my issues. During the call I heard outside noises, which concerned me. He then started to ask a basic list of questions about my name, phone number, etc. At that point he asked me for my Driver License number (at that point was starting to get suspicious). He then put me on hold, I would have assumed some background music would play but I was just on mute. He then asked for my account number and credit card information. At that point I hung up confused due to additional background car noises. I still don't know what happened here... This still confuses me and am guarding my credit card statement to see any activities of fraud. 

 

So then contacted another Customer service and told them my concern about that call and wanted to see if there was any record. GUESS WHAT?? No one knew about that call and could not tell me who called me!!!!! WHAT in the world happened? Someone give me some answers!

 

Since then I have called a couple more time and have not had any luck without reasoning to why my order got cancelled. This has been by far the worst and confusing experience. 

Contributor

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2 Messages

3 years ago

This is the third time my order was cancelled with a "identity could not be verified" email. I have contacted support chat 4+ times and spent hours calling 4+ numbers. Everyone I have contacted so far including the eCom department say everything is fine and the order will go through but nope. I need a phone asap but have spent 4 days on this already. I stayed up until 3 to order an iphone X yesterday. Don't tell me I go back in the queue. I am happy to share the order number for all 3 previous order that were cancelled with very little explanation. 

Contributor

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2 Messages

3 years ago

As another user has already stated, I stayed up until almost 2am PST to pre-order an iPhone X. I received confirmation that my phone would arrive on 11/03. When I awoke a few hours later, I received an alert from AT&T that I needed to call or my order would be cancelled. I called and spoke with a rep who said I could ignore the alert. A couple hours later I received another notification, this time by email, stating that I needed to contact AT&T by a certain date or my order would be cancelled. I called again. This time the rep said I needed to cancel my original order and reprocess it, but that I would still maintain the original ship date. After cancelling and reordering the phone (now with 2 charges to my bank account), the shipping date moved to 12/18. I contacted AT&T again. I was told to call a sales rep...again. I called and AT&T couldn't even find my new order. The agent said he needed to go to his back office to find the order. After 30 minutes on the phone, I was disconnected...again. I have spent nearly 2 hours on the phone with AT&T today, in total. I have yet to receive a resolution to this problem. I am very close to cancelling all orders and switching carriers. This has been one of the most frustrating consumer experiences I've ever had. I do not want to do business with a company that would allow a client to be passed around so many times without resolution. This is next level incompetence and I'm to the point of walking away.

Atrocity79

Mentor

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38 Messages

3 years ago

What is going on? I called AT&T and they say there is SPAM email going out about this. Are these issues real or not?

 

Got this in one email.

 

Thank you for your recent order!

We're sorry. We couldn't complete your order. Call us at the number below as soon as possible so we can get your order back on track. 

 

Then this one a second email.

 

We canceled your order as you asked. Don't worry. We didn't charge your card for this purchase. If there was a hold on your card, we'll release the funds soon. 

Atrocity79

Mentor

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38 Messages

3 years ago

Found this on Reddit.

 

They said it had to do with how the AT&T next upgrade service works. Basically what the lady said on the phone was that the order was cancelled due to their system not being able to override the upgrade eligibility.

Teacher

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13 Messages

3 years ago

I'm not sure if anyone can help me here. I placed two iPhone X preorders right from the start. They both went through and I got an estimated delivery of November 3rd. Fast forward twelve hours, I get an email from AT&T that both my preorders have been canceled. Now the estimated delivery is mid December. Anyone in my shoes have any luck having AT&T match their initial estimated delivery date? I should have ordered through Apple. Thanks!

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