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Posts: 2
Registered: ‎09-28-2019

Phone Upgrade Reset

Hello,

 

I created an order online for an upgrade to an iPhone 11 Pro Max. I cancelled the order a few minutes later and was refunded immediately. Unfortunately my upgrade was not reset with AT&T so I called both Best Buy and AT&T both saying that the other was responsible. I'm at a loss as to what to do and hoping I don't get charged for the installments as it shows under my AT&T app that I am under a $1099 installment loan. Best Buy confirmed cancellation of the order and refunded me, but I need a bit of help with how to get my upgrade reset. Any help would be appreciated on the matter! Thank you.

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Posts: 746
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Registered: ‎11-30-2015

Re: Phone Upgrade Reset

Hello, MDSyn,

Thanks for connecting with us on the Best Buy Forums! 

 

It's understandable that you would like to ensure that your upgrade is reversed so that you can get a different phone added to your carrier account. In most cases, the upgrade should clear through within a few days at most. If this still has not cleared through, please connect with our Best Buy Mobile team through their direct line at (877) 702-2211. They will be able to verify your carrier account details and work with AT&T to get things straightened out with your account.

Regards,

Fey|Social Media Specialist | Best Buy® Corporate
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