New Member
•
2 Messages
Order continues to get cancels
My current frustration with the recent experience I have had while trying to upgrade my device with AT&T. I have been a loyal customer of AT&T for almost four years now. Prior to switching to AT&T, I was with T-Mobile, hoping that the service and experience would be better. However, I have encountered a significant issue when attempting to upgrade my device, and it has left me feeling extremely disappointed. Every time I try to upgrade my device through the AT&T system, it gets canceled without any explanation. This has been an ongoing problem, and despite reaching out to customer service for assistance, I have not received any satisfactory answers or solutions. Can anyone please tell me why this continues to happen?
dwill05
ACE - Master
•
11K Messages
10 days ago
No one here knows. All AT&T will tell you through this forum is to contact them via the methods in the contact us link at the bottom of the page. Generally, this can happen because the system can’t verify your identity or your information is associated with fraud in their system, for some reasons. You may want to try ordering in a store and see what happens.
0
0
formerlyknownas
ACE - Sage
•
118.3K Messages
10 days ago
Pretty much 100% of the canceled orders are because your information is not cross-checking. That would include not uploading your ID to prove that you are who you say you are, that ID, and your method of payment do not match what is on your account, the address you're asking to ship to does not match the one on your account, etc etc.
This is something you can check yourself. Login to your account does your ID match the name, and address in your online account? Is the method of payment the same one you used to pay your bill? Does the address and name on your method of payment match your account?
And if you have not uploaded your ID when ordering online, that is part of the upgrade process and is required.
You also have to check the little boxes agreeing to the terms of service, which you should read. If you didn't read and didn't check the boxes, your order would be canceled
If your order has been canceled multiple times you have now set up a red flag in the system thinking that you are most likely not the account owner but someone who's trying to scam the account owner using faulty information. At this point you will not be able to upgrade online, you're only option is to bring your ID, and a proper method of payment that cross checks to an AT&T physical store location to place your upgrade order.
Since AT&T orders are delivered without requiring a signature, your chances of getting your delivery unless you're in a rural area and no one is going to be scoping out your front porch are pretty slim anyway. Ordering for pickup, or picking up in person is the best idea.
And if you intend to participate in a trade-in deal, turning in your old phone for one of the promotions online, you should absolutely purchase in store, trade in in store, and document including getting a receipt for your trade-in phone.
0
0