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mspampi's profile

Scholar

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81 Messages

Friday, March 16th, 2018 2:00 PM

Online Order Cancelled

I was looking to switch back to AT&T (had many years ago). I placed an order online via BYOD. I had a phone number to port, device, and SIM - the process was easy. Filled out all required info, had a quick credit check, and all was approved. I received an email stating the confirmation and that the number port/activation would complete 24-48 hours from that email. Excellent, almost stress free!

 

I then receive another email, 24 hours later, stating my order was cancelled for "security reasons" and that I should visit my nearest store. Huh? Ok, maybe AT&T is being extra careful for online orders. If that's the case, then why offer online orders to begin with? Or, why not call me to further verify who I am (banks normally do this).

 

Anyway, I decided to call customer service about it. First, I spoke with someone who stated they see the order, and its cancellation, but they're not sure why it was cancelled and that they'd transfer me to the Porting Department for status. Then, the porting department told me they see a very old account with my number (had AT&T many years ago), and that I do not have a current account. Of course not, that's the purpose of my call! She then stays on the line and looks to transfer me to ECOM. I enter my order number on the prompts and it states my order was cancelled because they did not have enough information to process the order. Um, really, you provide an online ordering system, which all fields and information asked is filled out, it gets "approved" yet you don't have enough information to process the order?! Again, CALL ME to attain further information, if that's the issue. Why cancel without my permission?

 

Now I'm on hold for a representative in ECOM. Once they get on the line they begin their usual prompt responses asking for order number and the purpose of my call. I provided the order number and purpose of my call, for the third time, and she rudely talks over me and asks for my account number (wow!). Since the call was going absolutely nowhere, I decided to hang up.

 

What a waste of an hour... Who can assist with this? I can PM my order number.

Contributor

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2 Messages

5 years ago

I placed an order 2 days ago online for three iphones. i had no deposits or down payments paid the money requested and was sent a confirmation email stating my order was in progress i would receive an email within 2 hours to go in store and pick up my devices. I never got an email so i went to the store they said maybe because orders arent processed over the weekend it was just taking a little bit longer. ok great! After 13 hors of waiting i finally called customer service back. i was told my order was shipped to my address, then told it was shipped to the store but i placed the order at midnight instead of 6pm, the next rep told me it was received and picked up at the store, next said shipped to the store order was placed at 6am, next said i couldnt verify my address correct (which in fact i did) and used up my 3 tries and am now locked out of my account, after being on the phone with them for 2 hours!!! Hang up and call back....... I think not!!!! this rep then transfers me back to the very beginning automated message where i am eventually hung up on! 1 to maybe 2 minutes later i receive an email statimg, "Its not you. Its us. We couldnt complete your request for service order __________ because of a technical glitch." "Lets try this again. go online to shop for new service." "Thanks for choosing us AT&T" And my order was cancelled and the hold on my money was released. Ok so i had no deposit on my first transaction that was cancelled by ECOM not ATT but now that my credit has been ran numerous times i now have partial deposits for each  lines!!!! The amount they are wanting me to pay now is more than half of what i originally paid. They clearly stated it was their mistake but will not do anything to resolve this issue. i have been in contact with ecom for 30 hours now, hung up on atleast 12 times, EVERY SINGLE SUPERVISOR IS BUSY ALWAYS! i was also told by ecom that i in fact requested to cancel my order when i in fact did not. also was told that my info didnt match with the credit bureau thats why it was cancelled ( credit would have stopped then not went through and took my money had it been a credit issue) i was told the order was still in process and i need to be patient that it was not cancelled. (att sales rep verified it was cancelled) that just gives you an idea of what ecom has been doing to help me. ABSOLUTELY NOTHING. ECOM IS A COMPLETE JOKE. AFTER DEALING WITH WHAT I HAVE BEEN THROUGH WITH THEM I WILL TAKE MY ISSUE AS FAR AS I POSSIBLY CAN TO HOLD THAT COMPANY RESPONSIBLE FOR THEIR LACK OF CUSTOMER SERVICE KNOWLEDGE AND JUST DOWN RIGHT TAKING ADVANTAGE OF PEOPLE. What ecom is doing is unacceptable. I chose ATT because of the veteran services they offer which i think are wonderful and sadly hate having to say because of ecom ATT has lost my business forever.

 

New Member

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6 Messages

4 years ago

OMG. It's 2020 now and I have had the SAME exact problem the past 3 days. They are incompetent. 

New Member

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6 Messages

4 years ago

I just had the same problem - now August 2020. I spent HOURS on chat an online with them yesterday setting up four new phones using their promotion, passed the credit check, all went through - transferred numbers from Verizon etc... . Just got an email now at 10 pm Sunday night saying it was canceled because they couldn't verify I was the one who set up the accounts. And of course, there is nobody who can help - wow. Great customer service - probably all for the best...

New Member

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1 Message

4 years ago

@hartp exact same situation. dead exact. I'm very frustrated.

 

New Member

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6 Messages

4 years ago

I'm on customer support with them right now and the lady says, "don't you know, you should never place orders online and you should always call in orders like this" and "you know you will have to pay the sales tax again" and I have to repeat everything like 4 times, my  name, my phone number, everything. It feels like a total scam. I'm completely confused.

New Member

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6 Messages

4 years ago

Go in to a store if you can. The phone/chat customer service is absolute garbage! I wasted so much time. They are literally unable to do anything and it really does feel like a scam. Only when I went in the store was a manager able to actually do something. 

ACE - Expert

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14.3K Messages

4 years ago

@hartp If your order was canceled because your identity couldn't be verified, you must go to a store to place the order. 

 

The email should have said that. 

New Member

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6 Messages

4 years ago

Well, just got back from the AT&T store (who said it was canceled because of multiple lines). and they won't honor the promotion that I bought the phones with on Saturday because it ended on Sunday at midnight... it will now cost 1200 more (300 per phone) than what I originally placed. This feels like a complete bait and switch - they get you with a 1000 off the 11 pro max promotion and then cancel your order and  you have to place the order again with a 700 off promotion. Beyond frustrated -

ACE - Expert

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14.3K Messages

4 years ago

If the promo ended, the promo ended; that's not a bait and switch. You still have the option of not ordering AT&T.

New Member

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6 Messages

4 years ago

The promo is still listed on the website... they are completely incompetent

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