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New Member


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.


Brand User

Community Support


162.7K Messages

1 y 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

New Member


8 Messages

1 y 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.


ACE - Expert


10K Messages

1 y 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.

New Member


3 Messages

1 m ago

WOW such great customer service here. FYI had the same issue but TMOBILE could figure out who i am and i never been there before unlike ATT witch I HAD FOR YEARS in the past. they have people for go out of their way the make sure you happy and taken car of TRUST me. NOT SO HALF SARCASTIC REPLY TO A POST. what is $150 a month for 2 or 3 years... enough to try to have employees that should try to get you the phone and the service that you want and if there is an issue try to FIX IT not say you come to me and give me THOUSANDS of dollars, if only there was a wireless company out that could figure this out.... O WAIT THERE IS T-MOBILE. if you don't believe me try them what the worst that can happen ask for a few more forms of ID now there's a though AT&T can use... what a joke AT&T HAS BECOME...

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