How to swap devices on my account??
I am going through an excruciating experience with ATT. PLEASE HELP!! I have 2 sons - both eligible for upgrades. #2 son breaks his phone, so I upgraded to an iPhone using our account services online. It arrives, and he doesn't like it because it is a much smaller iPhone (who knew?). I'm on hold with customer service forever, finally get a return label sent to me and send the phone back. Unfortunately the label was via USPS. It was over 10 days but finally it shows in our account that it made across the country to the Return Center....however NOT returned 100% to clear #2 son's account of the upgrade. Called customer service again and spent another few hours on the phone trying to order another phone, but they have to fully receive the first one and clear the account. After several reps - I get passed around. The last rep recommends using #1 son's upgrade to at least get another phone quickly to us while they're waiting to check back in the first phone. I was hesitant, but they said "all will be good". SO......we just received the new iPhone tonight, and #2 son activated it. Now #1 son's phone is NOT working because when #2 son activated his new phone it took over #1 son's phone number because technically the upgrade was on #1 son's line. GAH!!!!!! So now I have 2 very upset sons, and still only one operational phone. When I call #2 son's number, it still has a recording saying the phone number is not active. I am BEYOND frustrated at this situation as it has taken over ONE month to replace #2 son's broken phone. Completely unacceptable! Does anyone know how I can switch the devices so that #1 son gets his phone number back and #2 son has his number activated on the phone we just received? Customer Service is closed and I'm pulling my hair out on this situation. CAN ANYONE PLEASE HELP ME WITH THIS???