Fraud or In Progress?
I went to my local AT&T store and discussed leaving Sprint. After learning my options, I decided to go with this company. I was told because of my busy schedule I could simply order online then stop in the store and pick up my phone to avoid any type of wait. That's just what I did. I placed an order online January 11, 2018. Shortly after I received an email saying I needed to call to complete my order, so I did. The agent informed me my order would have to be canceled but she could process it for me. When I asked why she put me on hold then came back and said oh never mind just wait for the email to pick up your phone. I was already at the mall so I decided to stop in the store and take a look at the phone I picked out (iPhone 8 Plus 64 GB Gold). After speaking with an associate, I learned they never received my order and they told me to call the 800 number to see why. I called the number and this agent told me my order would need to be canceled but she could process it. I told her okay. Before she processed the order, she told me she could not set it up for store pick up but it could be shipped to my home. I explained to her I already canceled my phone service with Sprint and I needed it asap for work. She told me that's fine I could try to process the order again online to see if I get the same email and she would call be back to see if I had any issues. She NEVER called back. So, I attempted to process the order again online and I got the same email saying I would need to call in. So, I called back ... AGAIN and this agent said because I was having so many hassles he could he could process the order for me and I could have my phone the next day free of charge. I agreed. I accepted the Terms and Conditions while I was on the phone, my card was charged and he let me pick a phone number. I was told my order would be shipped between the 12th and 16th. I THOUGHT I was good to go. NOPE.
So, on the 12th when I did not receive a tracking number I chatted with an agent that assured me it would be sent out and I would have it on the 13th. On the 13th I chatted with an agent and he promised he would speak with the warehouse himself and make my order is pushed out and I would have my phone the next day, no later than Monday the 15th (MLK Day). Of Course, I did not get a phone in the mail so I was back on the chat system looking for answers on the 14th. This agent assured me my order was shipped and she had a tracking number. She stated there must me something going on with the system because my iPhone 7 is in the mail, wait what? I corrected her and she basically said she updated the order to the proper shipping address and I should have it Monday. So yesterday, I decided to look at the shipping terms. I learned that nothing is processed during the weekends and holidays so I was being lied to all weekend. Once again, I'm back on a chat and this agent told me to just call in to see what was going on and the Ecomm team would be able to assist me. I spoke with someone and he said from everything he could see it was fine and I should just wait. Shortly after I received an email from AT&T saying my order was canceled because I did not accept the Terms and Conditions or I requested a cancel. Which either isn't true because I did accept the Terms and Conditions while I was on the phone with an agent and I NEVER canceled my order.
At this point I'm FURIOUS! I work in a hospital and I have to have a phone at all times. So, I called in to see what happened and this agent told me my order was canceled due to FRAUD on the agent that canceled my order. He said the agent intentionally canceled my order to get a sale and that the order was canceled by the fraud department. I explained to him that I am away at school that is the reason for the different shipping and billing address. I also stressed to him the only reason the shipping address was changed because the person who claimed they had a tracking number changed it. Which still confuses me because if the first person who did the "fraud" keyed it correctly she wouldn't have had to change anything at all. I stressed to him that I work 7 days a week, 12 hours a day and I'm a student, I don't have time to go to a store but if I need to call off to get the phone (which would be rare) I would do so. Once again, I promised free one day shipping, oh and this time the $25 activation fee would be waived for everything I've been through. He processed the order and my card was charged AGAIN, which means I now have TWO pending amounts from AT&T on my debit card for the same exact amount. He gave me ANOTHER order number, phone number, and had me accept the terms and conditions AGAIN. He said you WILL have a phone by Friday.
Here we are today January 16, 2018. I still don't have a phone AND I received a phone call this morning saying my order was canceled. I immediately called in and spoke to the rudest agent. She kept telling me there is nothing she can see on the account about fraud, I was the reason it was canceled, and to wait to see what happens this Friday with my current order. I asked to be transferred to the fraud department she said okay and I set on a silent hold for 7 minutes before hanging up. I called back and the same thing happened, so I called AGAIN and this time I asked the agent if they could see anything about fraud on my account he said no but if this order didn't go through just go into the store with two valid forms of ID.
At this point I don't know if I even want to be a customer. It was supposed to be a simple store pick up and now I've been without a phone since the January 11th, 2018. I completely understand only so much can be seen and done in a call center but this has been some HORRIBLE customer service. I'm told something different EVERY TIME!!! So now I am without a phone until I get one in the mail or this order is magically canceled. If I wanted to be told the same exact thing I'm seeing online I wouldn't call or write into the chat system. It is impossible to speak with someone that is actually in leadership and not just some form of floor support. I've read so many reviews of this happening to other people and I'm questioning AT&T's online ordering system and quality of customer service.
With all of this being said what should be my next step BESIDES waiting from the 16th - 18th for a shipping email. Will this order be flagged as well? Do I need to wait 30 days? No one seems to have the answers.