AT&T Community Forums

Order Cancelled - Can't Verify Identity

I started new service with AT&T last month with 2 cell phones and a tablet. Tried to order another tablet and order was cancelled. Was told they couldn't verify my identity and I needed to go to a store with my ID. I DID THAT! The store folks verified me, called corporate AT&T and told me there were no flags on my account. Good to go! Came home, placed the order and it was immediately cancelled. Called again and after 30 minutes, same story! Go to the store!! I can't buy this tablet at the store and THEY CAN'T HELP ME!! What do I do????

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Accepted Solution

Official Solution

ATTHelp

Community Support

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232.9K Messages

5 years ago

Hello @jtappero!

We're sorry to hear that your order was cancelled, allow us to be of assistance!

To help get started with your new online order, you can contact our eCom Order Support Team at: 866.267.4510, available Monday- Friday 8am/12pm Eastern Time (ET)

Saturday - Sunday 8am/8pm (ET)

We hope this helps.

Dwight, AT&T Community Specialist

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jtappero

Tutor

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4 Messages

5 years ago

So I called the number you gave me. They said they couldn't help me. They transferred me to a different number, and they said they couldn't help me either, and they transferred me back to the same people. AT&T appears to still not want to help me with this problem. Any other ideas?

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Alexrodriguez.

Contributor

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1 Message

5 years ago

Same thing happened to me. Att needs to be more professional. I placed an order online for 2 lines (iPhone XR, and an iPhone XS max. I was on chat for 30 minutes and ended up getting nowhere. After calling a rep I was told to go into a store. In store I had to pay a down payment of $900... But online I only had to pay the sales tax.

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jtappero

Tutor

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4 Messages

5 years ago

I've never been able to resolve it. No one in the store can resolve it.
I've talked to the business rep, etc. Nothing has changed. I have had my
identity verified multiple times now. When my contract is up, I'm leaving
AT&T. i didn't think any company could be more screwed up than Verizon. I
was wrong!!

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