Contributor
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3 Messages
UPS lost my phone and AT&T still has not got back to me.
I recently ordered an LG G3 phone upgrade which was scheduled for delivery on Monday 9/15 but never arrived. On Tuesday 9/16, AT&T premier representative contacts and confirms with UPS that the package is lost or stolen. That same AT&T premier representative tells me that a supervisor will contact me within 24 hours to resolve this issue. It's been 3 days and still no call, no voicemail, no email, nothing! I have a reference/escalation ticket number. But, now I can't get through to any representative because the phones lines are busy (probably due to the iPhone 6 rollout). I am really frustrated because I need my phone. Why can't AT&T just ship another phone my way while they investigate with UPS? How long am I suppose to wait? Has anyone gone through a lost package scenario before? Any help would be appreciated. Thanks.
cousintim
Professor
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1.7K Messages
9 years ago
Did you open a case with UPS?
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johnnytest
Contributor
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3 Messages
9 years ago
I tried to but UPS told me AT&T restricts customers from doing that and it needs to be done from AT&T's end. Hence, I contacted AT&T and they still have not gotten back to me.
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ATTDmitriyCM
Former Community Manager
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10.4K Messages
9 years ago
Hello @johnnytest
I'm sorry you're having some issues with your phone shipment, our team will be happy to help you with that! Please send us a private message by clicking here. Please include your full name, phone number, account number and the best time you can be reached.
Thank you,
Dmitriy
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freakonomics101
Contributor
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3 Messages
9 years ago
I just want you to know that you are not alone. I just sent AT&T a detailed email about my situation. I ordered an iPhone 6 but never received it, yet FedEx states it was delivered. They asked me to check with my neighbors, blah blah blah. That was my first instinct, so I did that already. After telling me to check here, check there, they tell me to call FedEx and file a claim, but FedEx wouldn't let me file one so they advised me to call AT&T, yet AT&T advised me to fall FedEx to file a claim. UGH, very frustrating.
I'm being billed for a phone that I don't have and am not using yet, and they can't suspend billing. Establishing wireless service with AT&T was a huge mistake.
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