I decided to upgrade my iPhone5 to the iPhone6 via their new Next program. The whole process was a breeze and I was excited to get my phone. I placed the order on November 21st, 2014 (Fri) and received a confirmation that it was shipped on November 22nd (Sat) It apparently got delivered to me on November 24th (Mon) at 1:15pm. AT&T doesn't require signature for packages and it was delivered by USPS. I was actually surprised that it delivered on Monday considering it was coming from Texas.
The tracking confirmation from USPS said that it was delivered in or around my mailbox. I live in a walk-up apartment building in NYC. USPS/FedEx/UPS leave packages in our doorway all the time, and we haven't had any cases of anyone stealing packages. I wasn't able to check my mailbox till November 25th (Tuesday) and when I opened my mailbox it wasn't there. I promptly called AT&T to tell them what happened and since then the process has been a NIGHTMARE. It apparently has been sent to escalation. I received a call from escalation ONCE and the individual on my case told me she would call me back in 24-48 hours, and nothing.
I have probably called AT&T every week since then to speak with someone regarding the issue. They keep saying someone is going to call me back, but nothing. What are my options now? They have already started to charge me for the phone on my bill, but I don't even have the phone.