I submitted my ID and order was still cancelled

What’s the point of allowing online ordering when regardless of what you do, you cancel the order. I uploaded the front and back of my ID as requested to verify it was me yesterday and it was accepted. I got an email this morning that the order in its entirety was cancelled. I’m NOT going back to your store after your ACCOUNT rep got INTERNET service in MY NAME…USING MY CREDIT CARD, and got the modem shipped to HER HOUSE. So if that can happen on AT&T’s watch….then how come I cannot activate a new line when I have my ID on hand and proof of everything asked for.