Denied for service. Feel I may be flagged

I’ve been with att for about 4-5 months under prepaid I originally was trying to get an Ipad and switch my iphone over to contract but I was denied and the rep suggested I start with prepaid and comeback in a few months knowing I needed service because nothing else works at my home. Also stating that because I had tried to get iPad online about 4 times before coming in that I may be flagged (I didn’t even know I was being asked identity info the man on the phone simply sounded like!conversation while waiting. He asked me about where I stayed. Saying that’s nice and I told him I’ve been here my whole life which is true) off that alone I was denied even the rep asked me did the man tell me they were identity questions (he did not). Just last week I tried to get an iPhone 14 online and went in the store two days later after submitting my Id in the email link. After 20 minutes of waiting I’m handed the phone and the lady says “is this (my name)” I say yes ma’am and she says “sorry I can not verify at this moment” and denies service. I wasn’t asked any questions just my name and now I’m getting frustrated because I’d like to keep this service but it seems that I will never be able to upgrade to a contract plan. I’ve ready something about going to your credit union but nobody’s has said what you need from them. Please if anyone can help me it would be greatly appreciated.