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Smckinney71's profile

2 Messages

Saturday, September 23rd, 2023 4:30 PM

Did not receive IPhone 15 pro max, customer service won’t resolve

I ordered iPhone 15 max pro on the 15th. It was shipped, and UPS left a note saying they couldn’t deliver (Fri) and would retry next business day. (Mon) . 

When I checked tracking it said sender requested that the phone be returned. AT&T has been no help. For one thing, I was home and received no notification that they were attempting to deliver…that’s a UPS issue…BUT AT&T does not say (anywhere that I can find) that if delivery is attempted ONCE they will send it back to AT&T. I also can not find where it says I need to be home to accept it. 

My AT&T account still says it’s on its way. They are saying to order a new one, which I’m obviously not doing at the risk of being charged for TWO phones I don’t have. I also can’t upgrade and trade in since it says I already did so. 
I have been on the phone for 61 min as of now…on hold again…after being on for an hour last night. I also went to the store and they were zero help. They told me to call the 1800 number.  They keep saying “sorry there’s nothing we can do”…

They can SEE the tracking and that it’s on its way back to Texas. I just want them to ship another phone or even better, I will go pick it up. They have to resolve. Sorry…we’re billing you for a 1200 phone you won’t get…nothing we can do is not an option. 
I would like the product I ordered. At this point I think I should cancel all of my products…2 phones, 2 iPads, and a watch and go to another provider…not that they care about that. 

Community Support


232.3K Messages

8 months ago

Hello @Smckinney71, thank you for reaching out to AT&T Community Forums.


We know that this is something very important to you. We'll be happy to help you. 


Let's meet in the Direct Messages to get started. (Look for the chat icon next to the bell icon in the upper right corner of the page) and, check for the notification.


Thank you,

Scarlett, AT&T Community Specialist.

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