This past week I was attempting to upgrade my phone to the new iPhone 6 and had the worst experience with AT&T that I've ever had.
My first attempt to pre-order the phone didn't go through. Apparently, AT&T had an old card number on file. I got a text message saying there was a problem with the order, and to call them. I called, gave them the new card number. I was told by the representative that they would cancel the old order, and put a new order through using the new card. She said there would be a charge of $68 for taxes, which I approved. I should probably say at this point that I gave them my ATM card number...yes, really, really DUMB of me, I realize now, but I didn't think about it at the time.
To be honest, the rep I spoke to did not seem to know what they were doing...it took forever to re-order the phone, a few times I heard "oh no" and when I asked what the problem was, I just got some mumbled response about the computer being slow, and screen refreshing...whatever. Finally, I was told the order was placed. Great.
Funny thing is, I got no confirmation of that. No text, no email. Nothing. AT&T is usually pretty good about this, so I was concerned that something might be wrong with the order. I was at work but pulled up the AT&T website and started an online instant message session with customer service. I was told by them that yes, the old order was canceled and that there is a new order, and everything looked fine.
Great. So, on my lunch break, I went to the ATM machine to take some money out, and the card was refused. Odd. I went and checked my bank balance, and here's what I found: a $68 charge from AT&T, which I expected, then another $917 charge from AT&T!!?? My bank account was nearly completely wiped clean!
I called them right away, and was told that somehow, the customer service rep I spoke to earlier not only put my original order back through, but also put in an order for another phone at full price!! I told them that I did not order a second phone...to delete that order. I was transferred from one person to the next, and they all basically said, "Oh, yes, we can take care of that" then transferred me to another person. Frustrating!!
I finally got someone that basically said that once I put an order in, there's nothing that they can do. I just have to cancel the order and wait for them to process a refund, which would be in 7 to 10 days. I talked to two other people at AT&T, and basically got no further with this.
My biggest frustration here is that I don't have any record of the orders that were supposedly placed. I don't have any confirmation email, there's nothing listed under my account on their website, I have no confirmation that the $917 order was ever canceled. Nothing. I'm just out nearly all the money in my bank account. After 3 business days, the pending charges were still there, and I've now racked up over $200 in NSF fees because bills that I had set to pay (including, ironically, my AT&T bill) were returned.
I'm reading here that eventually, the pending charges will go away, and the actual charge will happen when the phone actually ships. This will (temporarily) solve the issue with my bank account, but I still have a problem with not having any clue what the status is of those orders that were made. Are they both still active? Has the second one been canceled as I asked? I need answers, and nobody that I spoke to at AT&T seems to want to give me the answers that I need, they just want to transfer me back and forth between departments.
What do I do about this problem?