Contributor
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1 Message
Escalation/ Top management
On December 14 I paid to upgrade both my husband's and my phone. We where exited to have these by Christmas. One of the phones was never ordered even after being on the line for several hours. Then the other got stolen in the mail. I was just looking through my account and I have spent since December 22 over 20 hours trying to solve this issue.
The order for the other phone that was never placed was redone but stayed in "processing status" every time I called I was told different things until sometime around New Years that I said finally to cancel the order and I stead the following day got processed. After the phone never shipped I got an email that it would be February or I could cancel the order which after all of this I did.
The other phone a ticket was placed the supposedly took 48 hours and the phone that got stolen in the mail would be deactivated and then the order would be redone. Well it is now January 10 and we have no phones. Again, countless hours and customer service keeps giving excuses and making me wait.
In the mean time, my account now reflects that we are paying installments on phones we never got, and our eligibility is set as if these orders where actually completed.
Paid a fee for each phone to be upgraded. Paid taxes in one of the devices and now being billed for devices all for devices that where never provided.
Today after another 2 hours and 5 minutes on the line again I am told I will be called back. No resolution provided. I am in shock and so frustrated. It's been a month and nothing is done. They haven't fixed my account. They didn't send out phones or refunded the money and all I am given is the run around.
This is so unacceptable and horrid that I even feel embarrassed telling how many hours I have tried to resolve this. I don't know what else to do.
Please help!
The order for the other phone that was never placed was redone but stayed in "processing status" every time I called I was told different things until sometime around New Years that I said finally to cancel the order and I stead the following day got processed. After the phone never shipped I got an email that it would be February or I could cancel the order which after all of this I did.
The other phone a ticket was placed the supposedly took 48 hours and the phone that got stolen in the mail would be deactivated and then the order would be redone. Well it is now January 10 and we have no phones. Again, countless hours and customer service keeps giving excuses and making me wait.
In the mean time, my account now reflects that we are paying installments on phones we never got, and our eligibility is set as if these orders where actually completed.
Paid a fee for each phone to be upgraded. Paid taxes in one of the devices and now being billed for devices all for devices that where never provided.
Today after another 2 hours and 5 minutes on the line again I am told I will be called back. No resolution provided. I am in shock and so frustrated. It's been a month and nothing is done. They haven't fixed my account. They didn't send out phones or refunded the money and all I am given is the run around.
This is so unacceptable and horrid that I even feel embarrassed telling how many hours I have tried to resolve this. I don't know what else to do.
Please help!
ATTHelp
Community Support
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231.3K Messages
7 years ago
Hello @Edumas2.
New phones for Christmas should be a moment to celebrate, and then enjoy all the perks of having new technology which connects you to your world. I am so very sorry this situation caused such an impact on your holidays, and it would be my pleasure to investigate and resolve this for you.
I will need to gather some additional details in order to research into this. If I can please have you send a private message to @ATTMobilityCare, and please include your full name, account number, best time and method to contact you; I would greatly appreciate it. If you can also include any order numbers, or tracking numbers, this will give me more areas to look into.
I look forward to speaking with you, and getting this cleared up. Thank you for bringing this to our attention, and have a wonderful rest of your day!
Fiona, AT&T Community Specialist
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formerlyknownas
ACE - Sage
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117K Messages
7 years ago
@Edumas2
We fellow customers have concerns about how ATT ships phones without requiring a signature as proof of delivery to The addressee. Until the policy changes, we do not recommend having phones shipped. This also avoids the problem of backordered phones. The system doesn't seem to know when it has 400 orders for 200 phones.
It is recommended to do business in a store, preferably a company store, Apple or Best Buy. Please always know the prices and promotions. ATT doesn't give anything away for free. There is always a cost.
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