09-28-2019 06:00 AM
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.
10-02-2019 01:30 PM
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.