AT&T Wireless Upgrade Order Not Honored Nationwide

This all started when my wife had to get a replacement cell phone through the purchased replacement insurance company. She recieved what she thought was a phone of the same model as her previuos one that needed to be replaced.

The box that the replacement phone came i was the exact model of the previous one. The phone insdide was one model less than her original. She called the insurance company and they said to her that she got what was available and that they would not do anythingto get her the exact model she previously had.

We understand that his is the insurance company issue, but we went to AT&T to see what they could do for us to get her the same phone. I went on AT&T chat with a customer care rep and explained our situation.  I told him that my wife's phone was not due for an upgrade until November of this year.

He asked me for her phone number and he told me that he could upgrade her phone to a model higher than her current phone and it would cost a onetime fee of $.99.  He also told me that we had an outdated plan and that he could upgrade us to a cheaper plan called an everything plan.  He told me the monthly cost for this service would be less than our curent plan cost.

He entered the order, charged our credit card for the phone and we were supposedly on our way. A few days passed and I looked for the order placed for the phone and there is no order found.  Our plan was chaged, but no phone orderd. I called AT&T to talk to them about this and they said that tehre was no order; her phone was not eligable for an upgrade and that they could not do anything for us.

I told them that I had a copy of the chat transcript and the reference number and they told me that they would not accept me emailing or mailing it to them.  They said the reference number meant nothing to them. I asked to speak to the rep I chatted with and they told me that it was not possible.

I asked to speak to this reps' manager (the one I was speaking to on the phone) and he said that I could not.  I was told to go to a store and see what they could do. I went to our AT&T store and they told me the same run-around and they would not honor the order that was placed while chatting with the AT&T customer care representative.

We feel that his is fraudelent practice and we wish the public to know that they, too, may be swindled with AT&T.