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New Member

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1 Message

Sat, Apr 4, 2020 12:41 AM

Cancelling my on!one order

AT&T keeps cancelling my order telling me that they can't prove it was me. Then they tell me to go to a store with my id to prove myself. The closest store is 2 hours away and is closed indefinitely because of coronavirus. I can't cancel my prepaid plan because of the same reason. I hate AT&T right now, the worst costumer service and the worst website . What's the point of having an account with all of my info, credit card info, password and log in name if it doesn't prove my identity. I broke my phone so also have no way of calling them either.

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Brand User
ATTHelp

Community Support

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140.8K Messages

8 months ago

Hello, @marydambacher,

 

Thank you for reaching out. We understand your frustration in making an order and verifying yourself for the new device and service. We require verification to protect our customers. Please order a new device with service when it's possible to get to an AT&T Store for verification.

 

Have a great week.

 

James, AT&T Community Specialist

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New Member

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8 Messages

8 months ago

I am experiencing the same exact issue. Its absolutely ridiculous. Most of the physical stores are shut down right now. What is the point of ordering anything online if they are going to force us into a physical store to actually order anything.

MicCheck

ACE - Expert

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9.2K Messages

8 months ago

If you can't do what's required to prove your identity, then you can't place an order. If you just need a new phone, order from Best Buy.

To cancel prepaid service, just stop paying. Turn off autopay and when you are at a zero balance for 60 days the service will be canceled.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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8 Messages

That's the thing though, they don't ask you to prove your identity in any way. I would gladly provided any supporting documents with AT&T but they don't give you the option. They just cancel the order and proceed to make you wait on hold for over two hours in hopes that you just give up.

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