Device upgrade pain

I placed an order yesterday for a device upgrade ( I'm eligible) and placed an order for store pickup. I went to the store to collect the phone, the store agent ran a fraud check with another online agent, who asked me some questions on phone. It wasn't audible at all, still I answered the questions. Apparently I failed the fraud check as per the person on phone and the upgrade device was denied. I'm a customer with ATT for past 17 years and did not understand what was going on. I called the ATT service and was asked to place another order for store pickup. I did that , and the story was exactly the same. Denial again, because of an earlier fraud check failure. Again, I contacted the ATT service , and was told that even if I tried to place an online order for delivery to my account home address, the request will be denied because of fraud check failure After being a loyal customer , never failed on my payments for 17 years, this is the way I am being treated by ATT. At this stage , I am told by the service agent that I can neither upgrade my device ( nor get a new line that I am planning to) because of all the above and nothing can be done about it. This is the height of pain that I am going through. Would someone in ATT service immediately resolve this issue with me? 

If not, I have no option except to quit ATT immediately , purely for lack of basic customer care.