Hello,
I am experiencing an odd issue with my account.
I tried upgrading a device on my account. The website said I was eligible for an upgrade for my daugher's Iphone XS, but I would need to pay off the balance due.
I paid off the phone, went through the process of adding the new iphone 14, selected upgrade and added the $800 promo to the order.
During the check out process, I am prompted to confirm eligibility for trade in, and at this point, the site tells me I do not have an Iphone XS on my account, but it still shows an old Iphone 7, with a number that was discontinued 2 years ago.
I tried manually entering the IMEI number, but receive a message stating that device is already associated with another pending trade in. I have no other orders pending, and have not ever submitted this phone for trade in.
I would not have paid off this device early, had I known I could not trade it in.
I also have an "At your Service" ticket submitted, but after 48 hours have not heard back.
My main question, is how can I release this IMEI number from any pending trade ins?
Second, why is this device listed in my device list, but going through a trade in process, I am told I have no Iphone XS associated with my account.
Hi, finfan365. Thanks for reaching out to us with these details, in regard to your trade in concerns. Feel free to send us a Private Note for further assistance.
*Alexis
Still no resolution on this. Two weeks with no help. Private messages were back and forth, until customer service just dropped out.
I have an AYS ticket created a week ago, but have not received a response from anyone. {edited for privacy}
How long does it take to remove a device from a pending order, that I never placed?
Thank you for reaching out to us, my name is Adriana, and I am your customer service expert, ready to help!
It will be my pleasure to assist you today, please feel free to send us a PM if you have any questions or concerns you need assistance with.
>Adriana
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