The new iPhone 15
nathannwongg's profile

1 Message

Saturday, February 17th, 2024 10:33 PM

Lost phone in transit, spent more than 20hours with reps

Hello, I am reaching out to share my frustrating experience in transferring our numbers from T-Mobile to AT&T, and I'm seeking advice on how to proceed.

On Dec 26, 2023, my family made the decision to switch our phones service provider over. However, despite this decision, we have yet to receive our phones. Adding to the confusion, we recently received an email requesting the return of phones we never even received in the first place.

I have diligently followed up on this matter. Emails from FedEx confirms that the package containing our phones was never delivered, and when i check my order status on AT&T website, it still shows as "shipped" rather than "delivered". 

Now, we're in the middle of February 2024, the issues remains unresolved. Visits to my local AT&T store have proved worthless, the sales rep are unable to provide assistance beyond suggesting I call customer care.

Calling customer care has been a frustrating experience, reps seem clueless and are reading off a script, and I find myself bouncing from one department to another as each department doesn't have a direct answer. I am at loss for what to do next. 

Has anyone else encountered a similar situation, and if so, how did you resolve it? Any advice or guidance would be greatly appreciated. 

I've also gone to to attempt to file a claim, but all this leads to is customer care. Only uploadable files are for identity theft, which isn't my issue 

Community Support


231.2K Messages

2 months ago

Hi @nathannwongg,


The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us.  You can call, chat, or reach out via social media and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know and we’ll be happy to help.


Thank you for visiting Community and Forums,
Abigail, AT&T Community Specialist

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