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J

New Member

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3 Messages

Mon, Nov 9, 2020 4:20 AM

Account Shows Contract In Place, but Phone Order was cancelled

The easiest way I can describe my issue is in steps of how I got here:

1.   I was due for an upgrade, last phone was paid off, not on any installment plan.

2.  New iPhone 12 came out.  I ordered one through Apple.com on 10/16, ship time estimate 3-4 weeks.  Did 30 month installment.

3.  AT&T announced a better deal if you ordered directly through them.  I cancelled my Apple order, it hadn't even shipped.  I wasn't charged anything from Apple, but I did get a cancellation receipt showing order was cancelled.

4.  I try to order the phone through AT&T now, it is now showing I have an installment plan, and the only way I can upgrade is if I pay full retail price for new phone.

5.  I've called AT&T customer service 5 times now.  First time, she said it was fixed, give it 24 hours and it should reflect.  Second time, was told to call back and ask for a supervisor.  3rd and 4th time they connected me to Apple who confirmed it was cancelled and nothing was ever shipped.  Most recent time, I was finally given a case # with an approximate 4 day closure time.

6.  Received a text message from AT&T that my case was closed successfully.

7.  Back to step #4.  Not fixed.  

I don't even know how to explain to the cust service rep what I need.  I am definitely sure it requires a supervisor override, but beyond that no one seems to know what to do.  

Any advice on what I should tell the rep when I call so it gets fixed correctly---greatly appreciated.

ATTHelp

Community Support

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191.8K Messages

Il y a 2 y

Hello @javiercamp,

 

We'd like to look into why you're unable to replace your order for an upgrade.

 

With more details, we'll be able to assist you to the best of our ability:

  • What's the case number that was created for your concern?
  • Did you give at least 72 hours before replacing your order?
  • Also, how recent have you tried to replace your order?

Please let us know.

 

Jonye, AT&T Community Specialist

 

New Member

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3 Messages

Il y a 2 y

Hi Jonye, Thank you for assisting.  My case # is CM20201106_147381861.  I received a text message on Saturday 11/7 that my request was completed.  I tried to place an upgrade order today (11/11) on att.com, and it's still saying the following, and that I need to pay for the device in full.  

ATTHelp

Community Support

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191.8K Messages

Il y a 2 y

Thank you for reaching back out @javiercamp.

 

If you initiated your order through Apple, please contact Apple to have your eligibility reversed. Please let us know if you have any other questions.

 

In the event an Apple representative refers you to AT&T, please advise them you have spoken with AT&T and were assured that only Apple can assist with the reversal since the order was placed with them.

 

Thank you!

 

Vincent, AT&T Community Specialist

New Member

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3 Messages

Il y a 2 y

Update in the event anyone else runs into this issue.  After weeks of trying and getting the back and forth, I managed to have AT&T be on the line at the same time as Apple.  Apple was not able to do anything about the issue, as AT&T is the carrier with the installment plan.  AT&T finally took care of the issue and fixed it so the issue is now resolved.

If you run into this situation, contact the AT&T mobility technical team at 855-326-8346 and tell them you have a "parked upgrade" which needs to be cleared manually by a supervisor.  They should assign you a case # and resolve it within 48 hours.  If AT&T tells you it's Apple's issue, insist that it is not despite them telling you it is.  Good luck!

New Member

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2 Messages

Il y a 2 y

I hope this works. One of my lines is stuck in upgrade/installment limbo also. Apple and ATT are just point their fingers at each other.

New Member

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4 Messages

Il y a 2 y

I have the same issue 

New Member

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2 Messages

Il y a 2 y

They (Edited per community guidelines)! Explained....same reason I am here!

(edited)

New Member

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2 Messages

Il y a 7 m

OMG I have spent days and this issue is still not resolved they just send me from one department to the other sales/tech support/mobility even Uverse and DirectTV I have not seen more in-competent people.

They don't assist you just keep pointing fingers from one department to the other.. so frustrated .. and thank you for being a TRUSTED LOYAL CUSTMOER.. 

I believe we need to leave your Network and then join back as a new customer for better offers or support.

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