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cgmaison45's profile



3 Messages

Monday, September 22nd, 2014 4:50 PM

Upgrade problems

So this maybe long and boring but I feel like someone should know about it.


This all started the day we were able to order the iphone 6 . I woke up at 7am eastern and checked my upgrade options. It said I could pay 319 dollars to pay off installment plan and have an upgrade. I did this. At this time it said I was eligible and I ordered a 64 GB iphone 6. I thought everything was good. NIce and smooth. Around 3pm eastern time I get an email saying my order was canceled as I was not eliglble for an upgrade. HUH but I paid 319 dollars to become eligible. I call att&t and they have no idea why I am not elgible for an upgrade. I get transfered three times. At this time I check my bill and it had gone up 300 dollars. HUH. I had paid 319 dollars to get an upgrade. Now I owe an additional 300 plus I do not get an upgrade. Of course Im on the phone with customer service so I bring this up . I'm told 5 times im not eligible for an upgrade. I explain what I had just paid and Att had taken out the 319 dollars. This was not applied anywhere and my current device was said to be paid off. After 3 hours and many talks to differnt Att reps a case is opened and Im out of luck until it is solved. Now my wait time for my new phone is pushed till they can find a resolution. I also still am out the 319 dollars. Two days go by and I finally get an email saying I am eligible for an upgrade. I put the order through on . I get an email saying it would be weeks till it ships so I cancel to try my luck in store. I get to the store on friday and my eligibilty is not restored from the order I placed with apple. This is getting crazy.


I go home and call att they say this is apples fault. We call apple together . (me and the ATT rep). the apple representitive says this can take up to 48 hours to resolve itself. I say ok and tell the att rep I think Ill just cancel my upgrade and take the 319 dollars back. They of coarse cannot do this. But im out of luck till the system fixes it self. 72 hours go buy so I call apple. Im told everything is done from their side. Apple even calls ATT with me on the line. The att rep keeps me on the phone for two hours assuring me they can fix this. Then a supervisor gets on the phone and offers to open another case. Im now 5 hours into phone calls with ATT and no resolution. I kindly say ok but when can I expect this to be resolved and Im given a 10 day wait period. 


Now im without the phone no upgrade and 319 dollars was taken out the day I made the purchase. This has dampened my outlook with ATT . This has been a nightmare and I'm still without resolution. With the awful customer service I've recieved with no resolution I will be posting this to make sure people are aware that this type of thing is going on. 

Former Employee


4.9K Messages

9 years ago

Hello, cgmaison45!


Thanks for posting. I'm so sorry to hear about the issues you've had upgrading to the new iPhone. We would be happy to investigate further, so please click here to send us a private message with your contact information, the best time to reach you, and a brief summary of the issue.


You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen. In the meantime, feel free to message me with any other questions or concerns. Once again, I apologize for the frustration and inconvenience.



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