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Device upgrade

I'm a participant level 1
I'm a participant level 1

I ordered an iphone 12 mini via the fido payment program 2 months back. I received a confirmation email and went to the store to collect the device. The representative in the outlet refused to give me the phone as she could not enter my details in the system and asked to contact customer care. The customer care representative confirmed everything was fine and this is a system issue. however, the outlet rep refused to proceed as she could not enter my detail. it was more than an hour I spent. finally, I asked her to cancel my order if she cannot proceed. She said since your order is not completed any need for cancellation. now I am trying to order a new device, but my account still shows a device upgrade pending message. Please guide me how to make a new order. TIA



Hello @Pragith,


Welcome to the community!


I would advise you to contact customer service directly so they can look into your account to see exactly what is going on and they can better advise you.