It's the same story time and time again. Either the customer ends up with more lines than they purchased, or their phones go missing in the mail. Then they go to an AT&T store and complain at someone who has absolutely no control over the situation.
What is the company doing about it? Absolutely nothing. Instead, the company is sinking time on worthless RTO reporting metrics, because some id--t above thinks that's more important than us shedding customers at an alarming rate.
Sheer incompetence from leadership. Eject these dinosaurs already.