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mf_002's profile

Tutor

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4 Messages

Thu, Nov 3, 2016 12:49 AM

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?
ATTHelp

Community Support

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172.3K Messages

5 y ago

Hello there @mf_002!

 

What a messy situation! That would definitely anger even the most patient person. My apologies for all the cross-talk and conflicting statements.

 

It would be hard to say precisely why a notification failed to send, especially if you received the other orders status updates normally.

 

If the order was delayed and cancelled outside of the promotion window due to our internal security checks, then I believe it’s fair to ask us to honor it anyway.

 

The issues which caused the review and subsequent cancelling of your order are likely not resolved however. The best course of action then would be to travel to a store and ask the manager there to get an override approved in addition to the extra verification that you have to go through.

 

Please let us know if you would like us to report the individuals who were unhelpful to you over the phone. We definitely don’t want to set this as a service precedent or an example.

 

Also let us know if your local store is not complying with this, we would be glad to throw our weight in and investigate further.

 

I appreciate you bringing this to our attention. Have an excellent day!

 

 

Bradilynn, AT&T Community Specialist

New Member

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8 Messages

Hello i am haveing the same issues and now my whole service was canceled. i have been actively looking for help threw many different number departments only too be transffered and asked the same questions and security checks ovre and over. i did not find the help i need and am still looking for one department orr tittle that can see everthing since this am my account was alerted by fraud i waited 3 hours and then the line beeped and disconnected i procddecd to call in and wait for 2 more hours where the rep picked up and humg up line i believe by accident i was told i have exhausted available other than let me get you over to the right departmenrt. i waited for a hour to be told i was ssent to wrong department. i still have not got this handeled and do not know whrre to go.

ATTHelp

Community Support

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172.3K Messages

Hello, @lisa23marin,

 

Thanks for reaching out. To verify your order, you would need to go into an AT&T Store to verify your identity. If your available driver's license is expired, they might be able to accept your passport as proof of identity.

 

As the order was canceled, any payment made would be returned to your bank account within three to five business days. If you don't see it back in your account by that time, please reach out to your bank as it's probably still under a hold.

 

Have a great week.

 

James, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Gary L

ACE - Expert

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15.8K Messages

5 y ago


@mf_002 wrote:
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.

This makes no sense at all. Who told you this?

 

 

Tutor

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4 Messages

5 y ago

I tried placing an order online to upgrade all three lines on my accounts.  Twice these orders were canceled by AT&T so I called Customer Service.  One of the representatives I spoke with tried to book them individually.  The first two went through fine but the third failed.  At that time they told me to turn Find my iPhone off.  Once my family member did that, I tried again to upgrade online.  At this time I thought everything was good with the order because I never received any other notification about the order.  As of today (11/10) the AT&T website to check the order status (https://www.att.com/checkmyorder/omhub.rt) still has the order as “In Progress”.  It was supposed to ship 2 weeks ago and yet I am told the ordered is canceled in two different AT&T systems.

ATTHelp

Community Support

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172.3K Messages

5 y ago

Hi again @mf_002!

 

I’m sorry to hear that no one has yet to assist you in placing this order. Occasionally orders are flagged for further review, however this is not the waiting time we want anyone to have to deal with.

 

If the order is stuck in progress, we would be glad to review it, and have it escalated to the proper department.

 

It’s very rare, but if the order actually is canceled, but is not displaying on your account as such, we would be glad to help with that as well!

 

We sent you a private message, feel free to follow up with us there!

 

Demetria, AT&T Community Specialist

Contributor

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1 Message

3 y ago

Just had this same situation happen today. After three days on the phone with more than seven representatives and told to call another number each time until back to original phone number, an order number with phone numbers finally process with sales tax paid upfront. Went to att.com/tc to agree with terms & conditions, message said phones would now be shipped. Called AT&T today since email received confirming shipment and tracking number. Told order cancelled! Asked to speak to a supervisor but given another representative. Finally given a manager and he said Fraud Department cancelled the order and had to go to store and start process all over again. When asked about activation fee waiver as given by another representative due to inconveniences, he said that is up to store representative. When asked for phone number to fraud department to ask why not notified of cancellation, the manager said they do not speak to customers. When asked where he works, the manager said he did not need to me what department he was in, only that it was in California. If I did not call today we would had been waiting until the cows came home for the new phones. After 30-years as a loyal  customer ready to call it quits after this episode. Ironically, told you must write and mail a letter to file a complaint, even if complaining that a 21st century company was making you use 20th century means to file a complaint.

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