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Jessicajunn013's profile

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Wednesday, October 4th, 2023 7:45 AM

Preorder IPhone 15 Pro cancelled

I preordered the iPhone 15 pro at 5:20 am Friday 9/15. My order was “good to go” and schedule to ship out on Tuesday and my trade-in status was “confirmed. 
However, by Saturday afternoon I was asked to verify with ID, which I did not even an hour after receiving that alert. On sunday morning, I found out my order got cancelled. I called customer care and they couldn’t tell me why it got cancelled and was told to go into store with my ID. 

I did that morning and I tried to place the order in-store. However a “SOK” error code kept coming up for the ATT representative who tried on the desktop and on a tablet. She then told me I had to go to a corporate store to place the order. Which I did, and they couldn’t figure out the issue either. They then told me to wait until the phones were released and then go into a “Best Buy or Apple” store to purchase my phone. I told them I wanted the highest memory and was previously told by ATT that those units were not held in-stores and HAD to be preordered online. 
The corporate store rep told me to call customer care & which I replied that they told me I had to go into store. Long story short, he couldn’t figure out why he was also getting this “SOK” error and couldn’t order my iPhone. I asked him if this would be an issue with my account (interfere with purchasing my phone elsewhere) because he said the issue was related to my phone number, he confidently said no. 
ZERO CUSTOMER SERVICE from ATT. They did nothing to compensate for wasting hours on the phone and in-store, just for me to buy my phone from Apple. 
I bet there will be issues with my account and my phone number because they didn’t do anything to resolve it- they basically told me to just pay for my phone and deal with the issue later since they couldn’t figure it out. 
anyone else have a similar/same problem? 

Community Support


231.5K Messages

7 months ago

Hello @Jessicajunn013, thank you for contacting AT&T Community Forums.

We're here for you, we completely understand your situation. Please meet us in a DM and let's get this sorted for you. We have already initiated a DM for you.

We look forward to speaking with you!

Thank you for reaching out to our AT&T Community. 

-Sia, AT&T Community Specialist.

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