Upgrade Phone

Hey there! We understand your situation, so let's get the information you need.

Please contact our customer support at 800-331-0500 to do upgrade reversal.

Hope this information helps.

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Kelly, AT&T Community Specialist.

Thanks. I've been on the phone with three different agents in one call to process this upgrade reversal, and the last agent transferred me back to the main menu instead of the "secondary team" that all three agents said they were transferring me to. 

After an hour on the phone with five different agents, I'm finally told that the secondary sales team does not work on Sundays. I really wish there was consistency with customer service through AT&T. The last agent I spoke with also told me I could process this online through chat, but I've already reached out during the week twice over chat with no resolution. 

I wanted to post an update that my issue is still not resolved. Secondary sales support is telling me I need to go into the store to have this processed, but the store representative said they would be calling AT&T directly to address the situation at hand. I honestly cannot comprehend how hard it is to reset my line so I can properly upgrade my phone with a trade in deal. The first phone agent I spoke with today transferred me to the wrong department and the last agent told me I had to go in store so they could scan my ID and “look at you physically.” I’m sorry, but look at me physically? Passcodes are meant to confirm we have access to our account. Why would you need to check my ID and look at me in person?