Why do I have to physically show my ID to an ATT store employee to upgrade my phone? [ Edited ]

[nissx240]

I just got an e-mail notice advising me that my order for my upgrade had been cancelled. ok. So I called ATT and spent about half an hour on hold only to be told that my identity could not be confirmed and that I would have to go into an ATT store and show two forms of ID before I can place my WEB ONLY order. Oh really? Did I not just give you my name and the last for digits of my SS?? Is that not enough verification?

This makes no sense at all. Not one thing has changed about my account since I opened it three and a half years ago. I didnt need to show any ID when I upgraded my phone last time. So what gives ATT??? why have i all of a sudden been flagged like some sort of upgrade criminal. you have no problem taking my money every month, yet when I attempt to upgrade a phone and bind myself into another two years with you all of a sudden there is a problem? 

ATT support couldnt tell me why I have to physically identify myself. 

They acknowledged that they value my business as a customer and fully understood that I am out of contract with them and have no problem jumping ship to a different carrier, yet they offered nothing in terms of helping out with this ridiculous problem.

Thanks for nothing ATT. you're in the process of losing another customer. Looks like I'll be shopping for a new carrier... 

[word filter avoidance]

[wingrider01 ACE - Geek]

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nissx240 wrote:

I just got an e-mail notice advising me that my order for my upgrade had been cancelled. ok. So I called ATT and spent about half an hour on hold only to be told that my identity could not be confirmed and that I would have to go into an ATT store and show two forms of ID before I can place my WEB ONLY order. Oh really? Did I not just give you my name and the last for digits of my SS?? Is that not enough verification?

This makes no sense at all. Not one thing has changed about my account since I opened it three and a half years ago. I didnt need to show any ID when I upgraded my phone last time. So what gives ATT??? why have i all of a sudden been flagged like some sort of upgrade criminal. you have no problem taking my money every month, yet when I attempt to upgrade a phone and bind myself into another two years with you all of a sudden there is a problem? 

ATT support couldnt tell me why I have to physically identify myself. 

They acknowledged that they value my business as a customer and fully understood that I am out of contract with them and have no problem jumping ship to a different carrier, yet they offered nothing in terms of helping out with this ridiculous problem.

Thanks for nothing ATT. you're in the process of losing another customer. Looks like I'll be shopping for a new carrier... 

[word filter avoidance]

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It's callled security - there was a question about verification so they stopped the order, pretty decent and secure service. If that is a problem then go ahead and jump ship, personnaly prefer it

[ranron]

Better safe than sorry. I'd rather go through a verification than let someone else use my account to upgrade a line to get a phone.

[harryspar]

Other people on this forum have reported that thieves have managed to use thier upgrades by impersonating them. Asking for ID stops this from happening. It's for your own protection.