My youngest DD lost her iPhone. She has an older phone (not a smart phone) to use until we figure out what to do.

Last week, I spent several hours on the phone on Thursday and several hours on the phone on Friday trying to figure out what to do.

The first order of business, IMO, was to suspend her line so no one could use the lost phone. Well, wouldn't you know they wouldn't allow me to purchase a new phone while her old phone was suspended. I had to unsuspend her line in order to take advantage of the available upgrade on her line (thank God for that).

AT&T explained to me that they no longer allow customers to order over the phone, so I ordered the phone online while having an AT&T customer service rep on the phone to guide me through the complicated process. Order placed, right? Well, no..

I got an email the next morning saying there was a problem with my order and that they needed more information. I spent several hours on the phone with them Saturday morning, during which time I figured out that her old phone was still suspended. So the rep had to delete that order and place a new order. Everything okay, right? Well, no...

We went to the AT&T store right after placing that order so we could get a SIM card for my DD's old phone. The lady at the counter said I could get a much better deal and save $$ by going with the Next plan instead of extending my contract for 2 years. She tried, unsucessfully, for an hour to cancel the order that I had just placed. It also took her that long to get permission to put a SIM card in my DD's old phone.

I had to wait until the phone arrived so I could refuse the package and have UPS send it back to AT&T. Once I did that and had proof I'd refused the package, back to the AT&T store I went to get the iPhone they were saving for me. I was there a full hour (my entire lunch hour) yesterday, but was unable to buy another phone because the rep couldn't get the necessary manager override to cancel the order.

Luckily, several hours later, the rep called me and said the override was successful. I'm going back there in a few minutes to (hopefully) buy my phone. I plan to use the new phone and give my old iPhone to my DD.

Let's hope I don't run into any more snags!