Check out AT&T's Valentine's Day Gift Guide for ideas & deals on the new Samsung Galaxy S23!
Need help understanding your bill?
griflog's profile

New Member


1 Message

Tuesday, September 6th, 2022 12:41 PM

Attempted an upgrade through Best Buy

Long story, but I attempted to upgrade one of the lines on my account (iphone XR) on Best Buy's website because they were offering a better deal than AT&T on a Samsung S22 Ultra.  Added the phone to my cart, paid, waited for a text saying it was ready for pickup. That text never came.  Received an email from Best Buy stating they were having trouble activating the phone, and I should just cancel the order and upgrade in store.  I cancelled the order.   I went to the store and they are telling me my line isn't eligible for an upgrade because AT&T thinks I already upgraded to the S22, even though the order was cancelled.  I've been on the phone with 3 different people for almost 2 hours, and no one can reverse the upgrade that never happened.  When I look at my account on the myATT app, it does show that they reverted that line back to the iphone XR, but now it says I owe 36 payments (949.99, the price of the Samsung) on a phone that has been payed off forever. Any ideas?

ACE - Sage


104.2K Messages

5 months ago

File a Better Business Bureau complaint online. The complaint is forwarded back to AT&T upper management who will be able to see the idiocy of their computer system and fix the problem. It may not be an instant fix.

If you have any documentation about your purchase and cancellation through best buy, have that handy, it may help speed things up

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.