Att and Ups refuse to update shipping address for new device

Att should be able to update this, ups has the option to do it, they just refuse. Ridiculous considering that the address provided was correct and has the apartment number but either att or ups cut it off during the shipping process.

In this case UPS does NOT have the option. It must be on the shipping info from AT&T (the sender) to begin with. Historically, AT&T has not had an option to send a correction to the address to UPS in real-time. They have to receive it back and then reship with the updated/corrected address info.

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Well it sounds like a flaw in their system, that they need to correct. I imagine att does have the option but don’t give permission to customer service for security reasons but in this case it’s not “changing the address” from where it originally was shipped to, it’s fixing their mistake with their processing to the address they are shipping it to. 

Either wait to reorder, or you can try a BBB complaint. That takes a few business days to get contact from their Office of the President. May not change the situation for your order, but may push for a better option going forward for others to address the "flaw".

@ATTHelp we have called. Multiple times, and your customer service in store and phone won’t resolve the issue. This needs to be addressed generally as well so that it’s not a problem in the future for others. Have spent hours on the phone with att support and ups support with no resolution.

It's not a flaw in the system It is a safeguard in the system so that your phone could not be rerooted mid order and sent to the wrong address by someone who accessed your account without legitimate purpose and decided to steal a phone on your dime.. 

@formerlyknownas the flaw in their system is that the order we gave them shows the correct address, but through their processing to ups they dropped the apartment number. Probably due to a character limit, human or machine error. It’s not really changing the address, because it’s the original address we gave them. Something went wrong with their communication with UPS and that is something that needs to be addressed so it doesn’t happen again. I’m not rerouting the package somewhere else, it’s going to the same place, they just need to fix the apartment number that they have, and were provided correctly.