I am a customer with an iPhone 5s on the Next plan. I placed an order for an iPhone 6+ in October since I was due for an upgrade. After waiting for 3 weeks, my bank decided it was a good time to replace my card because of a security breach somewhere. I call AT&T with the new card number and it turns out that their system is so archaic, they cannot change the payment info on orders and the order must be cancelled and a new order with the new card must be made. So with little choice, I agree. The order is cancelled and I place a new order for the iPhone 6+ and go back to the end of the line.
After getting tired of seeing my local Apple store getting shipments for the phone I want, I decide I would be better off just canceling the second order and pay off what I owe on my 5s so I can just go to the Apple Store and do my upgrade there. I call AT&T, cancel the order and make sure my upgrade is reset while on the phone with the agent. After that was completed, I went to my account online and paid off the remainder of my 5s on the Next plan. Or so I thought...
I log into my account later in the day to make sure things are set right, and I see I am being charged $690 dollars due tomorrow (today). Now my account says it is past due and I am not eligible for any upgrades. Somehow, my payoff for my 5s was applied to my CANCELLED iPhone 6+ order and accelerated the pending Next installment plan for the 6+, which was supposed to be cancelled, so now I owe money for my 5s and the cancelled 6+.
I spent over an hour on the phone with a customer rep trying to figure out what happened. They finally directed me to a company store to get it straightened out. I go to the company store and after an hour with them, I am told it is all ok. Well it is not ok. My account is messed up badly. I owe for a phone I never received, because the order was CANCELLED. Thanks for making things more complicated than they have to be AT&T.
After getting tired of seeing my local Apple store getting shipments for the phone I want, I decide I would be better off just canceling the second order and pay off what I owe on my 5s so I can just go to the Apple Store and do my upgrade there. I call AT&T, cancel the order and make sure my upgrade is reset while on the phone with the agent. After that was completed, I went to my account online and paid off the remainder of my 5s on the Next plan. Or so I thought...
I log into my account later in the day to make sure things are set right, and I see I am being charged $690 dollars due tomorrow (today). Now my account says it is past due and I am not eligible for any upgrades. Somehow, my payoff for my 5s was applied to my CANCELLED iPhone 6+ order and accelerated the pending Next installment plan for the 6+, which was supposed to be cancelled, so now I owe money for my 5s and the cancelled 6+.
I spent over an hour on the phone with a customer rep trying to figure out what happened. They finally directed me to a company store to get it straightened out. I go to the company store and after an hour with them, I am told it is all ok. Well it is not ok. My account is messed up badly. I owe for a phone I never received, because the order was CANCELLED. Thanks for making things more complicated than they have to be AT&T.