Order Canceled Without Notification

After multiple attempts to place an order online to upgrade my iPhone 6 Plus it was discovered that the find my iPhone feature was turned on. This prevented the ability to process an upgrade order. Once this was turned off, my order was placed with and estimated shipping date 10/21-10/28, about 6-8 weeks.

During this same time 2 other phones on my account were upgraded to the new iPhone 7. I continued to check the status of the order on https://www.att.com/checkmyorder. As each of the other two lines were shipped the third lines stays was in progress. The estimated shipping date pasted and I had not heard from AT&T and the online status had not changed. Today, I decided to contact customer service and this is where things get interesting.

The first representative that I contacted through online chat told me that my order was canceled. She could not provide any addition details on to why or when, so I decided to call 611. This representative confirmed the order was canceled but again could not provide any addition details. When I question why the online status show differently I was directed to another group which handles online orders. I am now speaking with the third CSR of the day. She too confirmed my order was canceled due to an in ability to verify my identity. This is crazy since the same day that AT&T is telling me they canceled an order because they could not verify my identity, they make me jump through hoops to speak with anyone over the phone because I didn't have a passcode set. That day I created my passcode after they verify my identity.

Now that I am being told that the order is canceled I would like to know why I was never notified that the order was canceled. Although the system is an automated system which sends out these notifications, she confirms that I was never notified. I then ask to speak to her supervisor to get some more clarification on this. Once he gets on the line I start getting conflicting information. He tells me that my order is not canceled and my account has been flagged. Flagged for what, I am still unsure because according to him he could not provide me with anymore information since my account was flagged. This is after I have already provided my name address and the passcode that AT&T required me to setup for security purposes. I was told that the only thing I can do is go into a retail store to verify my identity with 2 forms of identification.

On to the AT&T store to speak with my fifth CDR of the day. After explaining everything that had gone on already, he was confused as was I. He had never heard of an account being flagged; however he took to time to log in and review my account. He verified my ID and made note of it in the system as there was nothing else he could do. This was after the CSR supervisor ensured this was the only thing needed. Before leaving, he checked his system and saw the order as still in progress. Now I have 3 people telling me its canceled and 2 saying it's active.

I called back the online customer service to see what was needed now. The next women I spoke to also confirmed my order was canceled. When I asked on what date, she said 10/10 which is different from the original date given as 9/16. The response I received as to why the online system still shows as in progress is due to lag time in the system. Three weeks I ask a few times and the line goes dead. I was furious!

I decided to call back customer service at 611 to see if they can give me additional details. After speaking with them I was again informed that they can not help since the order was placed online. She then transfers me to another CSR, my eighth of day. This CSR informed me that the order was indeed canceled on 9/16 from what he sees in his system which is most up to date. He could again not tell me why the order was canceled and I am seeing as in progress. I then ask to speak to his supervisor.

Once his supervisor is brought up to speed on the situation she tells me there is nothing she can do. At this point I just want to know why the order was canceled and why I was not notified. She is unable to give me this information and says it's related to fraud on my account. At no point in time was I ever notified regarding fraud on my account or why this order was canceled. I asked to speak with the fraud department which she refused to transfer me to. The only thing I could do is place a new order in the retail store. This does not help my situation since I have already been waiting 8 weeks for an order that I still see as in progress. Additionally, the trade in promotion is now past. I asked how I can get the promotion I am entitled to an says there is nothing she can do. So I ask to speak to her supervisor. She informs me that she has no supervisor. I asked her twice if she reported directly to the CEO of AT&T and she said yes. Once I reminded her so graciously as I was that she is on a recorded line. She quickly changed her atory and said that her supervisor is just on in. So not only do I have conflicting information from multiple CSR's they are lying to me. After further discussions she confirmed that I was not notified that the order was canceled. So now I have both CSR and CSR supervisor confirming I was never notified but telling me there is nothing they can do.

I still have not received an exact answer as to why the order was canceled. Examples that I was given of recently married and different shipping address than billing address were not valid for me, yet no exact reason could be given.

Why was I never notified that the order was canceled?

Why three systems all show different information. One shows the order canceled on 9/16, another systems says canceled 10/10, and the order status used by the consumer shows it's not canceled. Are there other system discrepancies that I need to be concerned about? What compliance measures are being taken to ensure that customer data is correct?

Why am I not entitled to the promotional trade in since I was never notified that the order was canceled?