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J

New Member

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1 Message

Mon, Oct 26, 2020 9:32 PM

Still sitting here with 2 lines taken up by canceled iPhone 12 Pre Orders after 4-5 days now

This has been a long road for me. Started out by pre ordering 2 iPhone 12’s through Apple for AT&T Next with the iPhone trade in for $800 bill credit. Canceled the pre ordered early Thursday morning because my local Best Buy and Apple store had stock of the 2 phones I wanted.

After canceling, my lines never freed back up. I’ve been bounced back and forth between Apple and AT&T. Called AT&T on one phone and Apple on another and forced a three way conversation. AT&T has put in a few expedited resolution tickets to their back office. They close the ticket with the notes “customer must go to Apple.” I have seen other forums about this and don't want to be stuck with no upgrade. But every time we call we get the blame game.

I’ve spent over 10 hours on the phone between AT&T and Apple. The last call I have had was with AT&T and they reached out to Apple (on their own) and told us that Apple is having “issues on their end that is causing this issue and they are going to be resolving this overnight.” I again think they are just throwing the blame game around to get us off their back. I’m just curious if anyone else has canceled their pre order and also has had no luck with getting the lines freed back up to be able to pick up the phone you want. I’m afraid if this goes on any longer I’ll miss out on the $800 trade in deal.

Responses

Brand User
ATTHelp

Community Support

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140.3K Messages

a month ago

Thank you for reaching out @JBWeav.

 

If you initiated your order through Apple, please contact Apple to have your eligibility reversed.

 

Please let us know if you have any other questions.

 

In the event an Apple representative refers you to AT&T, please advise them you have spoken with AT&T and were assured that only Apple can assist with the reversal since the order was placed with them.

 

Thank you!

 

Vincent, AT&T Community Specialist

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