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costaricky's profile

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3 Messages

Wednesday, October 19th, 2022 12:54 AM

Another order cancelled out of the blue

I placed an order last week for the iPhone 14 Pro Max 128GB and it went through and had me upload my ID so I did. It sat there pending shipment date with no issues. A couple of days ago I canceled it because it was the wrong storage, it was 256GB, so higher. I went in later that day after it reset my upgrade and put in the order for the right storage. Within 30mins it was canceled. Nothing was sent to me about uploading my ID or anything like the first time. I tried a couple more times and it canceled within a couple of minutes. How could this company send me the link to verify the first time but can't get its system to do it another time??? I tried to do in through a rep and they could not offer me the right payment offer they had to have the tax paid upfront, and online it went towards the bill. They also kept telling me I couldn't do a trade-in because my phone was not paid up but it was paid up, 18 total payments, 50% of the balance of the phone. I would not have been able to process an upgrade myself if there was such a problem. So now I am stuck again at no preorder and being told to go into the store. I am not about to do that as I have to drive 30mins or more to the nearest store. Looks like the only way to get another phone is to switch carriers. This company apparently could care less anymore about customers. The entire customer service team is horrible, rude, and do not know how wireless or the business process works. 

Accepted Solution

Official Solution

ACE - Sage

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104.2K Messages

4 months ago

Each time you place an order it causes a soft credit check, it doesn't affect your TransUnion or Equifax score but it does affect your internal AT&T score. Also repeated orders and cancellations will set up red flags in AT&T's system which is always on the alert for theft and fraud.  

Usually when this AT&T is computer system cancels an order it includes the notice to 'please go to a store to verify your identity so that your order can be completed' . If you get this message, online ordering is dead in the water. 

They also kept telling me I couldn't do a trade-in because my phone was not paid up but it was paid up, 18 total payments, 50% of the balance of the phone.

They are correct.   The trade-in deal and next up, early upgrade are worded differently for a reason. At 50% you are eligible for next up, early upgrade with return of your older phone.

You are not eligible for the trade in deal.  The trade-in deal requires you pay off your phone 100%. 

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