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This all started on Sept 1st when I went to an authorized retailer to upgrade my line. While I was available for any upgrade, he did not have the phone I requested in stock and referred me to the store down the street. I went there and they could not upgrade me to the standard upgrade only for the Next upgrade. When asked why the other store was able to he replied that this is a corporate store and his software did not allow this. I proceeded to contact AT&T customer care and they were able to upgrade my phone instead. When I had the phone rep converse with the store manager he was still unable to help. I decided to order my phone through AT&T directly. I did take to Facebook and opened a case with your complaint department (Case#500E0ELt7Q). A week passed and I kept checking online but my order still said pending. When I finally got a manager on the phone she had told me the phone was on back order and would notify me when it was in. The Manager I spoke to was April Muntz. All I wanted was a refund of my phone so I could go to the store and purchase it. She told me the order had already been placed and could not cancel it but would contact me once the warehouse had it in stock. A couple days passed and on Monday Sept 8th she called me back to inform me she had the warehouse on the line and it was in stock. She asked if I still wanted to cancel my order. I explained that if she could guarantee me it would be in my hands in a couple of days that would be fine. She did guarantee me it would be here by Sept 11th. After we spoke 30 minutes later I got an email stating the order had been processed then cancelled with no explanation. When I called back and spoke with a representative she confirmed it was still on order and due to arrive on the 11th. She could not provide me with a tracking number. It is now Sept 11th. Every time since, I log into my account the order still says cancelled so I have to contact customer care yet again to find out what is happening. They now tell me the phone has shipped but wont arrive until the 15th? No email, no confirmation and no tracking number. Not until I speak with Tashima Mitchell does she provide me with a tracking number. At this point I am very upset and ask a call back from a supervisor. Chelsey Warren contacts me and the only thing she can offer me is a simple apology. I feel I have been misinformed from the beginning and I just would like my new phone. Yet it has been since Sept 1st and I still do not have it. When I asked for a full refund for my time she responded "No". I asked why couldn't a multi-billion dollar company at least refund me partial. She did not have an answer

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