Check out AT&T's Valentine's Day Gift Guide for ideas & deals on the new Samsung Galaxy S23!
Need help understanding your bill?
keithrenninson's profile

New Member

 • 

4 Messages

Friday, November 18th, 2022 10:27 PM

Nobody seems to want to help me!

On the 20th of October, I stopped by an Apple store to purchase a new iPhone 14.  I worked with a salesperson who proceeded to set up a payment plan with my carrier At&t, deactivate my current iPhone 11 and activate the new phone.  However, the new phone wouldn't activate for some odd reason and they wouldn't give it to me saying they couldn't get it to activate. 

My iPhone 11 having been deactivated wouldn't work and I was told to go to an At&t store to get it activated again.  I left the Apple store feeling very confused and frustrated.  Fifteen minutes later at the At&T store, I got a new SIM card and my phone worked again.

But, I now had a new payment plan for a phone I did receive.  I've told my store to numerous Customer Service Representatives with no success.  The new payment plan has gone into force and the old one canceled.  But all this for a phone that I don't have.  I've gone through supervisor after supervisor for hours on the phone to get it resolved all telling me that they had solved the problem, but they lied, and one even hung up on me.  I don't know how to get this issue resolved...anyone have any ideas?

sandblaster

ACE - Expert

 • 

62.2K Messages

3 months ago

You need to go back to the Apple store. They are the ones who added that payment plan, they need to remove it. If that doesn’t work, file a BBB complaint.

New Member

 • 

4 Messages

3 months ago

Thanks, sandblaster for your response!  I did just what you asked me to do... I went back to Apple and they told me they don't communicate with carriers about these types of issues.  This is a case of passing the buck back and forth with neither company willing to finish what they started...I still want the iPhone 14 but I can't buy a new one because I'll have two payment plans!

ATTHelp

Community Support

 • 

207.6K Messages

3 months ago

Hey there @keithrenninson, we know it may be challenging dealing with two payment plans, and we want to help by investigating your concerns further.  

 

Based on the details you've provided, we want to bring you into a Direct Message to review your concerns. Please check the message icon in the upper portion of the page and reply. 

 

We do look forward to helping you, and thanks for contacting the AT&T Community Forums.

 

Lynn, AT&T Community Specialist

New Member

 • 

4 Messages

3 months ago

Lynn,  I had to leave for the weekend and the link expired can you resent it?

Thank you!

Keith......

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.