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1 Message

Sat, Dec 31, 2016 4:07 PM

my order

My name is Naomi and I ordered an iphone 7 32 gb and you guys canceled my order , because of info that you couldn't find. But just wanted to know when I would get my money back?


Brand User

Community Support


144.6K Messages

4 years ago

Hey there @naynay05!


Wow! The iPhone 7 is a really cool device! I am sorry to hear the order was canceled! I’d be delighted to help out and find what is going on with your order.


What was the exact reason your order was canceled? Was it due to our inability to confirm your identity?


Its possible information provided at the time of sale does not match what was provided by our credit check. You can check the status of your order online at


You can also visit any AT&T Company owned retail store to check on the status of your refund. Our eCom department would be more than happy to address any concerns you have regarding the order you placed. Their number is 800-331-0500.


I hope this helps you locate the status of your order and possibly get an order completed for another iPhone 7! Have a wonderful day!


Portia, AT&T Community Specialist


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New Member


2 Messages

5 months ago

My online order keeps getting canceled. Reached out and was told the following.

1st order cancelled due to different shipping address. I updated shipping and billing to match. 
2nd order card holder name different corrected that. 
3rd order chat did not know why it was cancelled. They asked for me to put in another order while I was on the phone with them. I put in the order and he asked me to call ‭(877) 782-8870‬ to ensure order will not be canceled. Called in and spoke with other agent and they said order should be fine. 24 hours later another cancellation. 

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