Having insane amounts of trouble removing my phone from the blacklist. Please Help!
Here's My Story.
Ordered a new iPhone 6S+, it was supposed to be delivered last Monday. That day Fedex left a slip, but never rang the bell. On Tuesday March 28th Fedex listed the phone as delivered but The Delivery guy never entered my building, my building super confirmed it by checking the cameras. I called AT&T and reported the phone lost/stolen in transit and they said they would investigate and send a new phone within a week.
On Wednesday March 29th the phone magically showed up. I immediately called Customer Service and told them that the device was found, not to send a new one. The agent asked me for the IMEI and ICCID numbers and told me the new phone was canceled. I was making this call on my original iPhone 5s. During the conversation the 5s stopped working and the 6S+ started receiving calls. I thought everything was ok.
Then a few hours later the phone was booted from the network. I called customer service again, and have spent the last week almost daily on the phone with them. I've spoken with the Stolen Phone Department Specialist. I was told that the phone would be removed from the blacklist within 48 hours. The weekend came and went and it was still blacklisted. Sunday I was told 24 more hours and that I'd get an email when it was done. I never got an email. I called again, and was again told to wait 24 hours. Every single time I've provided whatever information was asked for. The security code, billing address/zip, my name, my mothers name (we're both on the account). This morning she called herself and they activated my phone to call me with her and a supervisor on the line. We were on hold 45 minutes before the call dropped, and then 2 hours later the phone was blocked again.
I just spent ANOTHER hour on the phone with customer service and was told they were trying to reach some third department that had to remove the blacklist but for some reason did not. They said my previous case number was closed out and they didn't know why and they were gonna open a new one. Supposedly I was on hold for an upper tier manager when I was shifted to the Stolen Phone Specialist again, but after 30 seconds they put me on hold and disconnected the call.
I'm at my wits end. I'm currently on hold with customer service AGAIN. I got screwed over by Fed Ex, I tried to do the right thing because I didn't want them to send a needless second phone out. I've been without network access a week now. I need to know what I can do to contact someone directly to fix this. At this point if they can't fix it over the phone I want to walk into an AT&T store and to give them the "stolen" phone and for them to give me a fresh one. Either solution works, but please tell me who or what to contact directly!
Edit: The latest customer service contact said this. My original case was listed as STolen in transit, and apparently stolen in transit phones are almost never reactivated. Everytime I've called customer service they've started cases under account adjustment or something else, and despite what they've been saying none of the previous calls were even able to remove the phone. Then she said I'll see what I can do for you, and the line disconnected. Im calling from Google Phone directly on my computer, there is no signal loss. At this point I'm positive they are simply hanging up on me.
Over 10 years on the account in good standing and I keep getting this.