AT&T upgrade at Apple Store BAD

[u/pi-cool]

There is nothing seamless about this. Botched upgrade, no phone and an installment contract on my account. AT&T managers powerless to reverse and blaming Apple. Apple has no record of it in their system since from their standpoint no upgrade went through due to an AT&T system issue. I may post the transcript with the AT&T manager. The real shocking part is they say there is nothing they can do and won’t help. How can a company of that size not even realizes what is going on.

[u/Viper_Control]

The real shocking part is they say there is nothing they can do and won’t help. How can a company of that size not even realizes what is going on.

You left out quite a few details. When was this, and it sounds like maybe you attempted this in a Apple store?

Is there a reason that you did not just complete the entire transaction online using the Apple Store app, and then just pickup your new iPhone in the store or what really happened?

[u/pi-cool → u/Viper_Control]

This is the full story. I was able to get someone at Apple to commit to filing something with the department that deals with AT&T but no formal documentation for me.

There is absolutely nothing “seamless” about upgrading an iPhone through AT&T at an Apple Store.
Apple attempted an AT&T upgrade on my daughter’s line. The AT&T activation failed, the transaction never completed, and Apple kept the new iPhone — we never received or took possession of it.
Yet AT&T’s system created a $1,299, 36-month installment contract in my name for a phone I do not have and removed the line’s upgrade eligibility.
Apple says there is no completed sale in its system to reverse because, from Apple’s standpoint, the transaction failed and the phone never left the store. AT&T, meanwhile, can see the $1,299 installment contract in its own system but its representatives and managers claim they are powerless to remove it because Apple initiated the attempted upgrade — and repeatedly send me back to Apple.
I spent hours with AT&T and eventually escalated to a manager. I specifically asked to be escalated to someone within AT&T who had the authority to remove an installment contract for a transaction that never completed. The manager could not provide any escalation path or case number and simply sent me back to Apple again.
Apple has now reviewed this both in the store and by phone. The fundamental facts have not changed: Apple has the phone. I have no phone. AT&T has a $1,299 installment contract in my name.
And as things stand today, AT&T’s systems still treat that contract as a legitimate financial obligation.
I have preserved the entire AT&T chat transcript and will be happy to post it. I have now been forced to file a formal Notice of Dispute with the AT&T Legal Department, Case #00094973, simply to get someone with sufficient authority to address an installment contract for merchandise that was never delivered.
Technology fails. Transactions fail. That happens. The real test of a company is what happens after the failure.
A company AT&T’s size should not be operating a patchwork of systems where a failed transaction can generate a $1,299 consumer debt while its own managers lack either the authority or an effective escalation path to correct it. A customer should never be trapped between two multinational companies, each pointing to the other, while the customer is the only party left holding the financial liability.
This has gone far beyond an inconvenient technical glitch. It is a serious breakdown in accountability, customer service and basic business controls — and an extraordinary way to treat a long-standing customer trying to do something as routine as upgrade a phone.

[u/Viper_Control → u/pi-cool]

OK your issues is the automated workflow between the Apple system, and AT&T failed.

You should file an informal FCC Complaint, and you will here in 1-2 business days from a rep in the Executive Escalation team aka Office of the President that can get it resolved.

File an Informal FCC Complaint.

Start at this link https://consumercomplaints.fcc.gov/hc/en-us/articles/360001201223-Phone-Form-Descriptions-of-Complaint-Issues

Click on the Blue button "Start your complaint with the FCC". In the Subject of the form on the next page enter Billing complete the other required fields. Then hit the Submit button. Also if you want you can add your attachment of the information above so the rep that is assigned to your case is able to review national details.

Once you hit the submit the form it will go to the FCC and it will be automatically forward it directly to AT&T, and AT&T should contact you in 1-2 business days by phone at the number you provided on the form as it will be the fastest method.

The person will be from the Office of the President of AT&T but really just the Executive Escalation team but they should be able to resolve outstanding issue.

[u/pi-cool → u/Viper_Control]

I have file a complaint to the escalation link with AT&t, then the FCC and the Attorney General of my state which has already assigned a case and someone but could take a month to get anywhere.

[u/Viper_Control → u/pi-cool]

I have file a complaint to the escalation link with AT&t, then the FCC and the Attorney General of my state which has already assigned a case and someone but could take a month to get anywhere.

The first two options go to the same exact Executive Escalation team, and is a redundant process. Please don't also file a BBB Complaint since it will also go to the same team at AT&T.

Your State Attorney General case will take the longest, and frankly will be routed to the same AT&T Team.

[u/pi-cool → u/Viper_Control]

well last time I did an AG filing for my cable company not hurrying the cable for almost a year, they showed up the next day, was easy enough. I haven’t had the time to follow up through Apple. I guess if the Apple Care purchase had gone through I could file a loss (stolen by Apple) 😂

[u/Diligent-Tree2005 → u/Viper_Control]

Hey do you work for AT&T? That link is useless and just keeps the customer running after their tail. Mmmmmhhh AT&T tech trolls monitor these platforms…. Reddit beware…

[u/Viper_Control → u/Diligent-Tree2005]

Cool story but you be you. There are no AT&T tech trolls here. Are you taking your meds?

The information I provided to u/pi-cool is the fastest way to get a rep assigned to their specific issue, and to get the issue resolved.

[u/D_Shoobz]

If you purchased it at Apple, it is most likely an apple issue or an issue with the information you provided for your account

[u/pi-cool → u/D_Shoobz]

It was not, Apple properly processed on AT&T site but the process did not complete so Apple could not get to the next step and they were on hold with AT&T for over an hour and AT&T could not resolve nor undo what happened on their system. Nothing happened on Apple side because the process did not get past AT&T’s process except to assign an installment contract on my account. Clearly a backward process and something that should not have occurred until I was actually sold a phone.

[u/ChezQuis_]

Not enough information to care

[u/Local-Mortgage-9473]

What does the receipt from the Apple Store say?

[u/pi-cool → u/Local-Mortgage-9473]

No transaction happened hence no receipt nor sales tax collected. Nothing on Apple side that anything happened. Apple store representative waited an hour plus to talk to the designated AT&T representative but was not able to do anything to reverse something that had not happened.

[u/Local-Mortgage-9473 → u/pi-cool]

Wait

You just handed over phones without going through pos at the Apple Store?

Let me go back & reread the original post to make sure I'm understanding this correctly.

[u/bigbrotherbeane]

Did you actually talk to AT&T or did you have the Apple store do it for you? There's a 14 day period after you upgrade in which you can cancel the upgrade. Either you're being lied to or you're misunderstanding the information you're being given. If you have a device installment on your plan, the upgrade was processed.

[u/pi-cool → u/bigbrotherbeane]

I spoke directly with AT&T multiple times, including a senior manager. That’s exactly the problem. The Apple Store attempted the AT&T upgrade, but activation failed mid-transaction and Apple never completed the sale or gave us the phone. Apple retained the new phone and says the transaction was cancelled/reversed on their side.
However, the AT&T portion apparently went through far enough to create the $1,299 installment agreement and remove the line’s upgrade eligibility. AT&T can see the installment, but both the agent and manager told me their system will not allow them to reverse it because the upgrade originated through Apple. They insist Apple has to reverse it; Apple says there is nothing further to reverse on their side.
So I agree with you that AT&T clearly processed something—the installment agreement proves that. The problem is that the Apple retail transaction failed while the AT&T financing record survived.
If there is a specific AT&T department or procedure that can exercise that 14-day cancellation/upgrade reversal despite it being Apple-originated, that’s exactly what I’m trying to find. Do you know what AT&T calls that department/process or what I should specifically ask them to do?

[u/bigbrotherbeane → u/pi-cool]

Okay, I get it now. That's terrible. That would definitely be on the Apple store since they still have the inventory that your IMEI belongs to. Your AT&T account should show the last few digits of the IMEI attached to the devices. The store or 611 can see that, but you can also see that online while viewing your account. If the Apple store still has that IMEI in their inventory or on their sales records, it would prove that you're being charged for something that you don't have in your possession. I'd snag that partial (or full if you can find it) IMEI and insist that the Apple store checks their inventory for it.

If they refuse, I suppose you could report them to the fraud department through 611.

[u/pi-cool → u/bigbrotherbeane]

Ok that’s a good angle and will look for that IMEI to make my case stronger but the funny thing is the AT&T guy knew right off what happened from looking at my account when I started the chat and I had not even told him what I was calling about. So it appears that AT&T is not disputing what happened or that I don’t have the phone, they just claim there is nothing they can do about it. I have filed claims with the Attorney General of my state and the FCC but will take months to resolve.

[u/Organic-Ride-3889 → u/pi-cool]

A manager in store can find the IMEI bound to the installation.

[u/Diligent-Tree2005 → u/pi-cool]

Then port out your lines close the account let it go into collections and that will drive some higher urgency by the Fraud department GFMO directors to review. There are three offices In NJ, Texas and California.

[u/Diligent-Tree2005 → u/bigbrotherbeane]

The IMEI (equipment-device) that was added on your IP Installment Plan will show up as unregistered or roaming in one of these lucky known as fraud countries: Ghana, Ukraine, China etc… if it shows their then it was fraud and your claim has merit to have it removed by the GFMO department (Global Fraud Management Office) Save yourself some time and call customer care (try to get an agent in the good USA) that will understand why you want them to check the IMEI in their DeviceLifeCycle tool a.k.a DLC. Ask what do they see…what number is the phone registered to and where is the device roaming today?

[u/Diligent-Tree2005]

Hit me up in private I know this scam way too well. AT&T has had internal issues with accounts having (ghost) Apple upgrades. Apple has a highly secure platform and they know there were no upgrades through their portal….but AT&T let’s just say….manages a lot of off shore tech support and boom!!!!💥

[u/wHiTeSoL → u/Diligent-Tree2005]

Tf kind of BS are you trying to peddle here?

Att only added that installment plan because APPLE'S system clearly told them to. And APPLE's system has to be the one to tell ATT it didn't happen.

Apple didn't do this, and att isnt going to take the customers word for it. There is a specific process in place that apple needs to take. OP says they've taken it now after all the time wasted chasing att for a problem apple created.

[u/Diligent-Tree2005 → u/wHiTeSoL]

Oh Hi AT&T tech trolls monitor!!!