Online Order Cancelled
I was looking to switch back to AT&T (had many years ago). I placed an order online via BYOD. I had a phone number to port, device, and SIM - the process was easy. Filled out all required info, had a quick credit check, and all was approved. I received an email stating the confirmation and that the number port/activation would complete 24-48 hours from that email. Excellent, almost stress free!
I then receive another email, 24 hours later, stating my order was cancelled for "security reasons" and that I should visit my nearest store. Huh? Ok, maybe AT&T is being extra careful for online orders. If that's the case, then why offer online orders to begin with? Or, why not call me to further verify who I am (banks normally do this).
Anyway, I decided to call customer service about it. First, I spoke with someone who stated they see the order, and its cancellation, but they're not sure why it was cancelled and that they'd transfer me to the Porting Department for status. Then, the porting department told me they see a very old account with my number (had AT&T many years ago), and that I do not have a current account. Of course not, that's the purpose of my call! She then stays on the line and looks to transfer me to ECOM. I enter my order number on the prompts and it states my order was cancelled because they did not have enough information to process the order. Um, really, you provide an online ordering system, which all fields and information asked is filled out, it gets "approved" yet you don't have enough information to process the order?! Again, CALL ME to attain further information, if that's the issue. Why cancel without my permission?
Now I'm on hold for a representative in ECOM. Once they get on the line they begin their usual prompt responses asking for order number and the purpose of my call. I provided the order number and purpose of my call, for the third time, and she rudely talks over me and asks for my account number (wow!). Since the call was going absolutely nowhere, I decided to hang up.
What a waste of an hour... Who can assist with this? I can PM my order number.