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Sat, Sep 26, 2020 11:51 PM

Port In Number promo snafu

I noticed that ATT had an online offer for both the iPhone 11 Pro Max, and the S20 Note 5g.  I have a family plan with 4 lines, and all 4 of these lines wanted to upgrade and this promo was way better than Verizon's upgrade so I decided to try ATT.  I was advised to place 2 separate orders by the customer service agent, as 2 of the lines needed to be delivered to Wyoming, 2 to Colorado.  The next day, both orders were cancelled.  I called, they told me that they would help me place the orders again, so we went through all the hoops to do the new lines of service and phones promo.  Later that day, the orders were cancelled by ATT again.  I spent several hours on the chat/phone/hold trying to address the next day, eventually after talking with Fraud prevention, I was told that I needed to stop by a store to prove my identity.  I took both a DL and passport, and after another 1.5 hours of waiting, being on hold with the sales people, and the fraud people, I was finally cleared by the fraud dept.  I was given an account number by the sales lady, and was told that using that I could set up an account online and take advantage of the online promo.  I came home, tried to make an account but it would not open, saying that the account could not be merged at this time.  I decided that since I was cleared, I would try to order the phones again, immediately they went through/were cancelled.  The next day, after being told on chat that I needed to talk to the port in number people, I called them.  After another 1.5 hours or so, I was talking with a supervisor and was told that I needed to prove my identity AGAIN.  I will not go to the store and jump through these hoops again.  I decided to try having my Mother sign up, and do all of the phones as one order to her address in Wyoming.  After helping her with the sign up process and all of the account info from our Verizon, the order went through, only to immediately be cancelled again.  No answers, no inquiries to ask us to correct some information, no notice that there was a credit check issue, nothing - just a cancelled order.  I would think that if you wanted our business, you would train your people to give us customer service.  To do anything that we needed to do to transfer service from another provider, but no.  Horrible service every step of the way.  Still no answer, and I've spend close to 16 hours this week trying to get this deal taken care of, with no progress or answers what-so-ever.  I HIGHLY ADVISE YOU TO STAY THE F AWAY FROM ATT!!!  

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