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View Full Version : Anyone have an AT&T order that hasn't been charged/eligibility didn't update?




dansante
Oct 7, 2011, 11:03 PM
I placed my order through AT&T Premier at 8:00AM and immediately received an email confirmation. I can see my order on the Premier site but it is still listed only as "received" and says they expect to start processing it soon. My credit card has not had the funds held. When I check my upgrade eligibility it still says I'm eligible for a full discount upgrade. I spoke to a Premier CSR and he said he can't find my order in their system. But he said if I got an order confirmation email and order number than he's sure it went through properly and should be processed by tomorrow even though there's no evidence of it in their system.

Is anyone else seeing their AT&T order completely stalled? I'm starting to think I don't really have an order with AT&T. I'm tempted to place an order through Apple but I can't even formally cancel the AT&T order because they can't find it.



fujigonewild006
Oct 7, 2011, 11:19 PM
I am in the exact situation as you. I'm sure the order went through, but I am just worried that somehow since the order hasn't processed yet that we will be pushed back and not get our phones in launch day.

Nekcik
Oct 7, 2011, 11:55 PM
Here's the deal with everything. Feel free to pass this along.

If your not a premier customer and you placed any type of order for an iphone 4S on ATT you will receive 2 emails the first one should just notify that the order has been placed and the second one should tell you that your card has been charged and the phone is being shipped or getting ready to ship to some warehouse. then you should have some type of checklist showing order received, processing , and order shipped and if you see something along the lines of back order with a 1 your good to go. you'll get your phone before or on Oct 14. This is how it was last year as well.

If your a premier customer and you ordered through ATT you should have gotten 1 email so far saying the order has been placed, and if you did the reading you would see that your charge card will be billed once the phone has been shipped. You should also note that ATT has charged your card/bank $1.00 this is a bank thing. It basically tells your bank ATT is about to do a transaction but its pending the shipment of your phone before it can fully charge you.

You will get the second email once your card has been charged and the phone is on it's way to your house. your iphone should arrive to your door on or before Oct 14 regardless if you read anything that says 14-21 days as long as you ordered in a timely manor. In other words if you ordered at 5:am you should be good, but if you ordered let's say 7:00 pm there may be a chance you could see a slight delay but so far it doesn't look like any shortages on iphones so far.

If you check to see the status of your order using a web order number and you see a check by received but none on processing your still good on getting your iphone on time it's just the way premier accounts work.

People on premier accounts should start seeing your second emails arriving around on Tuesday with tracking number.

Hope all this info helps!

dansante
Oct 8, 2011, 12:08 AM
Wirelessly posted (Mozilla/5.0 (iPhone; U; CPU iPhone OS 4_3_3 like Mac OS X; en-us) AppleWebKit/533.17.9 (KHTML, like Gecko) Version/5.0.2 Mobile/8J2 Safari/6533.18.5)

That makes some sense but what about the fact that AT&T can't find my order when I call? It was placed through Premier and I called Premier customer service, who see no indication that I have an order and show my account as still eligible for an upgrade. Also, my credit card doesn't show even the $1 charge. I don't mind waiting for the second email, I'm just concerned that if it never comes it will be too late by Tuesday to preorder for launch day.

Nekcik
Oct 8, 2011, 12:18 AM
ATT can't really see your order because you ordered from the premier store. If you talk to a normal ATT rep they have no access to this information even though you used ATT.com to place your order. You have to be transferred to a premier specialist. Once your talking with one of them they will ask for your web order number starting with 101.

As for the no charge not even a dollar to your card. it depends on your bank and what time you placed the order. Some banks are noticing hundreds of people placing orders at 3:00 am and they are putting a hold on suspicious mass transactions. I wouldn't be worried though as long as you got the first email your good. They will just withdraw the funds from your account when the phone is getting shipped.

dansante
Oct 8, 2011, 12:46 AM
Wirelessly posted (Mozilla/5.0 (iPhone; U; CPU iPhone OS 4_3_3 like Mac OS X; en-us) AppleWebKit/533.17.9 (KHTML, like Gecko) Version/5.0.2 Mobile/8J2 Safari/6533.18.5)

My concern is that I did get transferred to a Premier specialist. Actually, they had me hang up and call Premier directly. The automated system asked for my order number starting with 101. I provided it and it couldn't locate the order. I then spoke to a Premier CSR and he couldn't find it either. He couldn't explain to me why I can see the order as "received" on the order lookup screen while he can't find an order associated with my account or that order number. I guess I'll just be patient for another couple days and hope this sorts itself out. Maybe I should also call my credit card issuer to be sure there's at least been a $1 hold submitted. I really appreciate your insight on this - I didn't have any of these issues last time around so I'm just a bit confused. Thanks.

dansante
Oct 8, 2011, 03:59 PM
I just spoke to a Premier CSR and her supervisor. They still don't see my order in their system. They continue to claim it will eventually be processed since I got a confirmation email. The supervisor told me the orders are processed on a first-come first-served basis, which makes no sense since I ordered yesterday at 8am. At one point, she also told me that my order would be considered "received" as of whatever point it finally shows up in their system, not when I actually ordered it, and I'd get the phone on a first-come first-served basis based on that timing. The fact that I see it as "received" on the order status lookup has no bearing on when it counts as received by AT&T. Meaning I wouldn't get my phone on Friday. Later, she said if the email said I'd get it Friday then she thinks I will. My phone number is still eligible for an upgrade and there are no holds on my credit card, so there's been no movement there, either.

The supervisor suggested that since my phone number is still eligible for upgrade pricing I could just order a phone through Apple but I don't see how that correlates with her claim that I have a valid order with AT&T. I asked her if I did that, what would happen when they eventually found my AT&T order and she didn't really know.

Is anyone else's order still stuck on "received" and not moving through the system?

ZBoater
Oct 8, 2011, 04:04 PM
There's something funky going on with Premier ordering. I've read a lot of folks saying they ordered, but I can't add a data plan to my order to save my life. I spoke with a Premier csr and he suggested I place the order on the consumer site and then get my Premier discount applied after I got the phones.

dansante
Oct 8, 2011, 04:11 PM
I actually ordered through the consumer site because it's the only site I ever use but my order was processed through Premier since I have a FAN. The same thing happened last year but I didn't encounter any of these issues and my discount remained on the account. So perhaps it's possible that your discount would carry through even if you order through the consumer site. On the other hand, there's a definite disconnect of some sort between the Premier and consumer databases - I can at least see my order as "received" through the Premier tracking site whereas the consumer site says there are no orders associated with my account.

Nekcik
Oct 8, 2011, 04:20 PM
Put your Web order number into this website and you can see your status

https://www.wireless.att.com/business/order_status/

Mine updated to Status - Pre-order today. if you have a check on received you should be good to go.

One other thing, I checked my bank today and noticed the $1.00 that was taken out was put back into my account, When I talked to the bank they said this is normal, but they can see it behind the scenes where we can't so that why you probably haven't seen a $1.00 taken out.

dansante
Oct 8, 2011, 04:41 PM
Put your Web order number into this website and you can see your status

https://www.wireless.att.com/business/order_status/

Mine updated to Status - Pre-order today. if you have a check on received you should be good to go.

That's the site I've been checking and it said "received" as recently as an hour ago - now the line of three checkboxes is gone and it simply says "Pending." I don't know whether that's a step in the right direction or not...

Nekcik
Oct 8, 2011, 04:53 PM
It's pending now all because of your bank. In this scenario I would double check your order and make sure you entered the correct credit card info, billing info . Make sure your billing and shipping address are the same and also make sure you have the available funds in your account.
If there is any error what so ever in your order call Premier right away to make the changes so that everything is fixed asap. Giving Premier your web order number will help them locate your order and change what needs to be changed. Double check and make sure correcting your order is not going to delay your shipping date.

Pending could also mean you did not make the pre-order date and your on back order, Not sure what time you placed your order but if its around 5PM EDT then you probably didn't make it on time. So you may get it a few days/week later but don't panic till you double check everything I've said.

Whomperz
Oct 8, 2011, 05:26 PM
^^

I have a FAN discount also.
I have gotten one email that had the link Nikcik had and I just put in my order number.
I have both "Received" and "Pre-Order" checked.
On another note I also have the Full amount PENDING on my credit card not just one dollar...
I'm hoping I get this by Oct 14th.
I ordered pretty much at 4AM central time before work on Friday haha

JohnCalif
Oct 8, 2011, 05:27 PM
All good info in this thread.

I ordered at 3 am on the Premier site. Received 1 email within minutes. Spoke with a Premier CSR today who said all good.

When using the link and the web order number, the received and pre-order boxes are checked.

When logging into Premier site going to myAT&T Account Management, My Orders view all, the order number is different. Starts with the last 4 digits from the web order, followed by a hyphen, then other digits. Item status for all three items (phone, SIM, and freight) is Processing, and Shipment status is BackOrdered.

My credit card, American Express, was not charged $1, but on their site I can go to pending transactions, and there is a pending charge from AT&T for $399 for the 64 GB. For those of you who are concerned about not seeing a $1 charge and can't see pending charges, call your credit card cust service and they may see it.

Whomperz
Oct 8, 2011, 05:34 PM
Yeah,

Same with me. Though I don't have a premier account, but if I log onto ATT and check my order status I get the same.

All three things are checked as processing and it says backordered...

Lets hope we get it Friday :)

dansante
Oct 8, 2011, 06:01 PM
I just called my bank. AT&T hasn't attempted to submit a charge/hold of any amount and there are plenty of funds in the account. I placed my order at 8am yesterday so I should have made the cut-off time, unless the supervisor I spoke to is right and the order time is irrelevant and they go by the time their system finds my order.

I'm attempting to call Premier to see if there are any discrepancies with the address or anything else as was suggested but the call consistently disconnects when it's trying to place you on hold after you enter your order number. I did notice that on my email confirmation the subscriber address field has my zip code entered twice - once where it belongs and once where you'd normally see an apartment/unit number. I'm not sure why, since there was no way to edit your address during ordering and my address appeared correctly on the website. If I can get a CSR on the line and they can find my order this time, I'll definitely have them look into that issue - thanks for that tip Neckik :)

JunBug119
Oct 8, 2011, 06:08 PM
Dansante, I was in the same situation as you. Ordered the 4S through ATT Premier. I did get the confirmation email and have been checking on my order status. Order status did say "Received" but now all it says is "Pending". So I called the ATT Premier customer number, punched in my web order number, and got a message saying that the order has been processed and will be shipped shortly. I checked my credit card just to see if there are any charges or pending charges and nothing. But, I think I read somewhere that my credit card won't get charged until the phone is shipped.

Edit: I JUST received an email as I was typing this reply that my CC has been charged for the amount of the Iphone!

fujigonewild006
Oct 8, 2011, 06:14 PM
I replied earlier to this thread, as I WAS in the same situation as you. I called premier support today, and they gave me the same answer that they couldn't find my order in their system even though I could see that it was received on the premier order status page. The rep apologized, and offered to call me tomorrow morning, and let me know my order status then. That was about 5 hours ago.

Jump to now, I just checked, and my order has now moved to preorder, and is preparing for shipment. I would say that the premier site is processing all the orders very slowly today, and hopefully by the end of the day you should see the same as me.

dansante
Oct 8, 2011, 06:29 PM
JunBug119, what Premier customer number did you call? Did it give you an automated message? I've been calling (866)499-8008. After I put in the order number, it tells me they are experiencing high call volumes, my wait will be 20 minutes, hold to be connected to a representative. Then it drops the call. (Earlier today it did actually place me on hold and then connect me to a rep eventually.)

It's reassuring that some of you who were in the same boat are seeing your orders processed - definitely a good sign!

JunBug119
Oct 8, 2011, 06:40 PM
JunBug119, what Premier customer number did you call? Did it give you an automated message? I've been calling (866)499-8008. After I put in the order number, it tells me they are experiencing high call volumes, my wait will be 20 minutes, hold to be connected to a representative. Then it drops the call. (Earlier today it did actually place me on hold and then connect me to a rep eventually.)

It's reassuring that some of you who were in the same boat are seeing your orders processed - definitely a good sign!

Yup, that's the same number then go to option #2 for order status. It'll prompt you to say or type your web order number then it'll give you an automated message. And, I just checked my order status again online and now those 3 little boxes are back but now the Pre-Order box is also checked. Now, just have to wait for the Shipped box to be checked :)

WilliamG
Oct 8, 2011, 06:44 PM
.

Jump to now, I just checked, and my order has now moved to preorder, and is preparing for shipment. I would say that the premier site is processing all the orders very slowly today, and hopefully by the end of the day you should see the same as me.

I don't see a "Preparing for shipment" check box. I have a check in Received, and Pre-order. That's about it. Ordered at 2am PST on October 7.

sulpfiction
Oct 8, 2011, 06:59 PM
I just called my bank. AT&T hasn't attempted to submit a charge/hold of any amount and there are plenty of funds in the account. I placed my order at 8am yesterday so I should have made the cut-off time, unless the supervisor I spoke to is right and the order time is irrelevant and they go by the time their system finds my order.

I'm attempting to call Premier to see if there are any discrepancies with the address or anything else as was suggested but the call consistently disconnects when it's trying to place you on hold after you enter your order number. I did notice that on my email confirmation the subscriber address field has my zip code entered twice - once where it belongs and once where you'd normally see an apartment/unit number. I'm not sure why, since there was no way to edit your address during ordering and my address appeared correctly on the website. If I can get a CSR on the line and they can find my order this time, I'll definitely have them look into that issue - thanks for that tip Neckik :)


The only thing that would concern me was the fact that at&t hasn't authorized any amount on your cc. I pre-ordered through at&t (not premiere) at 3:45am and got an confirmation email with an order # and all was good. I also saw the $1.00 withdraw. Later on Friday morning I got an email saying there was a problem with the funds being authorized on my cc and to call right away. I was using my paypal MC and was logged into paypal when I called at&t. I asked the women to try the card again and as soon as she did I immediately saw my paypal acct authorize the full amount of the purchase and she said all was good. it was pretty much instant. And now when I check my order # I get the item lines saying SIM, 32g iP4S, & Freight. All show "processing" and all show a "1" in the backordered column. So I assume all is right where it should be.

This morning around 9am I get another email saying the exact same thing..."there is a problem authorizing the funds on your cc"..It was the exact same email I got on Friday and it said to call right away to straighten it out. I was like WTF! So I call and the first thing it asks for is your order #. When I originally had the problem on friday and called, I put my # in and it recognized the problem and said something like "there is a problem with your cc authorizing the funds for your purchase....please hold for the next operator"...But when I called this morning, it says "your order is processing and has been sent to some warehouse for shipping. You will get an email with tracking information when the items ship". The full amount of the purchase is still "authorized" and hasn't changed and there hasn't been any other activity on my credit card. And when I check the order status it still says "processing". Basically nothing changed and all still looks good. I just don't know why I got that second email. weird, but I think I'm good.

Anyway, the fact that no funds have been authorized tells me that your order doesn't exist. They won't put your order in at all unless they authorize the payment first. So since they didn't take your money, they didn't take your order. Or it's sitting in limbo somewhere. but that "somewhere" is going to screw you up getting your phone on launch. I don't want to sound negative, but I would start making arrangements if you want the phone on Friday. And at this point your only option might be getting to an apple store or your carriers store and waiting in line. And get there early. I actually prefer waiting in line...I've always had a great time. I was actually pretty bummed that they didn't offer in-store pickup as a pre-order option like last year. If you decide to get in line just make sure you keep seeing NO activity with the preorder you already placed. Because if for some reason the pre-order you have becomes active (even if its showing a back-ordered ship date after the 14th) they won't sell you one in the store. So if it does come active BE SURE to cancel it before you go get in line. that would TOTALLY suck!

Good Luck!

fujigonewild006
Oct 8, 2011, 07:14 PM
I don't see a "Preparing for shipment" check box. I have a check in Received, and Pre-order. That's about it. Ordered at 2am PST on October 7.

Yea I have those two checked boxes, but if you check your order status from the normal att order status page, not the premier, then it gives you more information.

hellomms
Oct 8, 2011, 07:17 PM
I ordered late last night through the Premier website so already assuming that I am not going to get it on the 14th. That said, I got the one email soon after, I was able to see the order status on the Upgrader and as of this morning it was showing "Received" and then at the bottom said "Pre-Order: 14-21 Days" which disappeared completely after a couple hours and was only showing "Received".

I just checked again and now it shows Pending. I do have four $1 charges on my AMEX.

Again, since I ordered so late I am guessing mine wont be delivered on the 14th, but the following week would be fine by me. Though would be a pleasant surprise if I get on 14th.

PS. My Bill and Ship Address is different (Same City), so dont think its the reason for Pending

WilliamG
Oct 8, 2011, 07:57 PM
Yea I have those two checked boxes, but if you check your order status from the normal att order status page, not the premier, then it gives you more information.

Just tried that, thanks...

It says pending shipment, but it's back-ordered. Under the back-ordered column it says "1." Is yours the same?

dansante
Oct 8, 2011, 08:00 PM
Dansante, I was in the same situation as you. Ordered the 4S through ATT Premier. I did get the confirmation email and have been checking on my order status. Order status did say "Received" but now all it says is "Pending". So I called the ATT Premier customer number, punched in my web order number, and got a message saying that the order has been processed and will be shipped shortly. I checked my credit card just to see if there are any charges or pending charges and nothing. But, I think I read somewhere that my credit card won't get charged until the phone is shipped.

Edit: I JUST received an email as I was typing this reply that my CC has been charged for the amount of the Iphone!

I am finally getting this same automated response from the customer service number! Based on your experience hopefully the website will update soon, too. Looks like my order has been found! Thanks to everyone for your suggestions and advice. It's certainly disconcerting when your order seems to disappear and drop off ATT's radar and I appreciate everyone's advice!

hellomms
Oct 8, 2011, 08:21 PM
Just tried that, thanks...

It says pending shipment, but it's back-ordered. Under the back-ordered column it says "1." Is yours the same?

I think you did not order through Premier website, we dont see that back ordered, etc.

fujigonewild006
Oct 8, 2011, 08:43 PM
Just tried that, thanks...

It says pending shipment, but it's back-ordered. Under the back-ordered column it says "1." Is yours the same?

yes mine says the same.

JunBug119
Oct 8, 2011, 08:46 PM
I am finally getting this same automated response from the customer service number! Based on your experience hopefully the website will update soon, too. Looks like my order has been found! Thanks to everyone for your suggestions and advice. It's certainly disconcerting when your order seems to disappear and drop off ATT's radar and I appreciate everyone's advice!

That's great news! I think the reason customer service "couldn't" find your order earlier is because the system was going through some kind of maintenance (probably due to high volume of people checking also). Check your online status in an hour or so and hopefully you'll get the first two boxes checked and waiting for that shipped box to be checked as well. :)

WilliamG
Oct 8, 2011, 10:45 PM
I think you did not order through Premier website, we dont see that back ordered, etc.

Yes I did. I was just using the "regular" AT&T order-status page to check.

yes mine says the same.

OK, so we're in the same boat. I like that. :)

sullez
Oct 9, 2011, 10:56 AM
yes mine says the same.


me too

jpeg42
Oct 9, 2011, 11:05 AM
Mine has Attention! on the Premier status.... sigh. I knew it was a mistake going with AT&T. Told myself over and over I would only go with Apple this time. But when the Apple store servers were down at 3AM, and AT&T was working, I made a bad sleep deprived decision.

hellomms
Oct 9, 2011, 12:53 PM
Yes I did. I was just using the "regular" AT&T order-status page to check.



Sorry, I guess I was wrong. Up until today I could only see the status on the premier site. Just checked the regular site and now my order comes up with Back Ordered, Pending Shipment.

For some odd reason the Order date is Oct 9. I ordered the eve of Oct 7

TitoBob
Oct 12, 2011, 11:30 PM
I ordered early Friday (10/7) morning through the AT&T website, and got my order through (2 white iPhone 4s 64GB). Within minutes, I got an email/text/automated phone call from my credit card company, telling me that a large amount had just been attempted on my card. I log into my credit card account online and confirm the recent charges.

But no email. I tried checking the AT&T website to confirm my order, but it can't find it. It does say, however, that any phone pre-orders will be shipped on Thursday (10/13).

But before I decide to try and work from home Friday, I decide to put in a call to AT&T (today, 10/12). Turns out my order is in "pending" status, and the agent told me that I need to contact my credit card company. I told them I did within hours of placing the order on 10/7.

Surprisingly, AT&T didn't send me an email telling me my order was in pending status, nor did any message show up when I logged into my AT&T online account. And whenever I called the automated line, it asked me if I wanted to upgrade to the new iPhone. Basically, if I did nothing but wait for Friday, I would have wasted a day waiting for a package that was never even processed.

"Why didn't AT&T tell me my order was in pending status?"
Silence.
"Oh," she apathetically replies, "so you want me to try to put the order through again?"
"Yes, please."
"Okay, it went through."
"So will I get my phones on Friday?"
"Your order just changed status to Processing, so it would be as if you placed your order today."
"...So will I get my phones on Friday?"
"No." :mad:
"Thank you for calling AT&T. We value your business." *click*