New Phone "Shipped" but was never received by Fedex. Now shown as in contract, don't have phone, and can't cancel or upgrade.
Ordered Iphone 12 through upgrade offer on October 16. Received email from AT&T that it shipped on Oct 22. Tracking number for Fedex shows "Label Printed" and still waiting on phone from AT&T (it is now October 28 so almost a full week after it supposedly shipped). Fedex customer service says they never received the phone from AT&T. I am getting the runaround from AT&T (multiple calls, hours on hold, etc). Now, my account shows as in contract for the phone that never made it to Fedex, and I have no options to cancel order, upgrade, etc. Would appreciate assistance from online support team as there seem to be instances where you might have resolved similar problems.
On Sat, October 24 @ 2:30 PM, called AT&T to check on what problem was - customer service rep told me the phone was in the warehouse in Irving, Texas waiting to be picked up by Fedex, it would surely ship Monday morning.
Monday, October 26 @ 2:02 PM, called AT&T as Fedex still showed "label printed." Initial rep told me I needed to call Fedex, it was thei problem as AT&T had shipped the phone. I told him I had called Fedex, and asked for supervisor. Supevisor escalated the call to second tier support who told me the phone was lost and said they put in a cancellation request to backoffice team, which would take up to 24 hours and then the order would be cancelled and I could reorder, or order through best buy, Apple, etc. after that.
Tuesday, October 27th @ 11:12AM. Still no movement on order, so I called back the number for second tier support I was given. A different rep said that no cancellation request had been submitted and that AT&T had to file a case with Fedex first. This rep called Fedex and opened a case and gave me the case number. She promised to call back by 6:00 that day with an update, and did call back at 6:05PM, but only update was still waiting on fedex. She further promised to call back on Wednesday October 28th after 11:30AM, but I have not received a call from her today.
I did call Fedex today and asked about the case number, they confirmed that a case had been opened, and they tried to call the AT&T rep back twice on October 27th at 2:50PM and 3:57PM, but neither call was answered.
At this point I don't know what to do. I get conflicting stories from each AT&T rep I talk to, and I don't think anything is being done to solve my issue. My desired resolution would be to cancel the order and remove the contract so I can get the phone through another means.