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mspampi

Scholar

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78 Messages

Fri, Mar 16, 2018 2:00 PM

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.

Responses

MicCheck

ACE - Expert

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9.1K Messages

3 years ago


@mspampi wrote:

 

 

 

What a waste of an hour... Who can assist with this? I can PM my order number.

 

Gee...I wonder who can assist with this. It's such a mystery!

 

"I then receive another email, 24 hours later, stating my order was cancelled for "security reasons" and that I should visit my nearest store."

 

I'm sorry to be a smart alec, but you already were given the answer and decided to waste your time instead.

 

For what ever reason, your order was flagged as needing additional info and AT&T wants to see photo ID to complete the order. That's not unheard of, but is uncommon, which is why they still offer online ordering even though you aren't able to use it. 

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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.
mspampi

Scholar

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78 Messages

3 years ago

Thanks for the smart alec remark. I'm totally aware I can go into a store, and circumvent the entire existence of online ordering. The purpose of this post is to state the fact that they cancelled my order, rather than suspended it or have it held up for a simple ID verification. Cancellation means I start from scratch, head to a corporate store (which isn't close to where I live), and have them run my credit yet again for a flawed system and new order. I'd like to fix this, by providing my order number to someone who has the ability to fix this, and potentially improve the order system. Heck, it might get so far as to add an option which asks to provide an ID at a local store during the order process, and prevent me and many others from calling in and jamming up the call queue.

MicCheck

ACE - Expert

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9.1K Messages

3 years ago


@mspampi wrote:

Thanks for the smart alec remark. I'm totally aware I can go into a store, and circumvent the entire existence of online ordering. The purpose of this post is to state the fact that they cancelled my order, rather than suspended it or have it held up for a simple ID verification. Cancellation means I start from scratch, head to a corporate store (which isn't close to where I live), and have them run my credit yet again for a flawed system and new order. I'd like to fix this, by providing my order number to someone who has the ability to fix this, and potentially improve the order system. Heck, it might get so far as to add an option which asks to provide an ID at a local store during the order process, and prevent me and many others from calling in and jamming up the call queue.


Your order has been canceled; that order number is meaningless. 

 

If telling you that you have to go to the store doesn't prevent you from calling an jamming up the call queue, I don't know what would. 

 

If you want AT&T, go to the store; that's who has the ability to "fix this." If you don't want to do that, then do not place an order. It's that simple. 

Award for Community Excellence 2020 Achiever*
*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.

Contributor

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3 Messages

a year ago

I had the same problems just a few minutes ago.

Online order for new service and iphone cancelled -> requiring that I go to a store for ID verification. Go to a store, no luck, agent is given no information why the new order will not process. He calls in from the store and gets no information.

 

He suggests I call Tier 2 CS.

Call customer support, they can't do anything.

Try again tomorrow they said. Yeah right.

 

 

 

 

 

 

Contributor

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1 Message

a year ago

I placed an order July 15, 2019  to transfer four phones with the BOGO and $300 gift card. Spent over five hours on the phone and I was told many reasons why the order was not going through and that I have to go to the store. However, $300 gift card is only for online orders so I wouldn’t receive it. I was then told it doesn’t matter because the promotion ended today and it doesn’t matter that when I placed my order it was the current promotion. I spoke to six people and got a different story from each one. 

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ACE - Expert

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9.1K Messages

a year ago


@seasad206 wrote:

I had the same problems just a few minutes ago.

Online order for new service and iphone cancelled -> requiring that I go to a store for ID verification. Go to a store, no luck, agent is given no information why the new order will not process. He calls in from the store and gets no information.

 

He suggests I call Tier 2 CS.

Call customer support, they can't do anything.

Try again tomorrow they said. Yeah right.

 

 

 

 

 

 


You didn't say that you placed a new order in the store, which is what was required. Did that happen?

Award for Community Excellence 2020 Achiever*
*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.

Contributor

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3 Messages

a year ago

Yes - I attempted to place a new order at a store. I went to a nearby store right after I rec'd an order cancelled message telling me to go to a store to make the purchase. The agent tried it a couple of different ways and called in for help -- even if I paid full-price for the phone it wouldn't go through.

Contributor

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2 Messages

a year ago

AT & T cancelled my online order twice. First time sent me an email that they are cancelling my order because they could not verify that I am the person I claim to be.  Second time sent me an email saying that my credit may be locked and to call them and giving me two weeks to call them or they will cancel my order.  I realized that my unlock request was stuck with my credit monitoring service, I managed to release the lock and called AT & T.  I spent 2 hours with AT & T and they come back and tell me that since my order was few days ago (They said I had two weeks to call them in email) they had to cancel the order and I have to place a new order online again after 48 hours.  If this is the way they treat future customers, imagine what they will do when you are the current customer stuck with them.  I would say Verizon is much better than this company.

Contributor

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2 Messages

a year ago

I think AT & T plays this game when they have $300 rebate card promotion.  Trying to minimize the rebate card they hand out when they have overwhelming response.

Contributor

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1 Message

a year ago

Sams here. I placed 3 different orders and all of them were cancelled. Called multiple times and each time a different answer. 

i was trying to trade in my phone. It resulted in an order cancellation 


so now I have to go into the store. However I am not confident that it will be resolved after reading the comments. I may have to move service providers 

Contributor

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2 Messages

a year ago

I placed an order 2 days ago online for three iphones. i had no deposits or down payments paid the money requested and was sent a confirmation email stating my order was in progress i would receive an email within 2 hours to go in store and pick up my devices. I never got an email so i went to the store they said maybe because orders arent processed over the weekend it was just taking a little bit longer. ok great! After 13 hors of waiting i finally called customer service back. i was told my order was shipped to my address, then told it was shipped to the store but i placed the order at midnight instead of 6pm, the next rep told me it was received and picked up at the store, next said shipped to the store order was placed at 6am, next said i couldnt verify my address correct (which in fact i did) and used up my 3 tries and am now locked out of my account, after being on the phone with them for 2 hours!!! Hang up and call back....... I think not!!!! this rep then transfers me back to the very beginning automated message where i am eventually hung up on! 1 to maybe 2 minutes later i receive an email statimg, "Its not you. Its us. We couldnt complete your request for service order __________ because of a technical glitch." "Lets try this again. go online to shop for new service." "Thanks for choosing us AT&T" And my order was cancelled and the hold on my money was released. Ok so i had no deposit on my first transaction that was cancelled by ECOM not ATT but now that my credit has been ran numerous times i now have partial deposits for each  lines!!!! The amount they are wanting me to pay now is more than half of what i originally paid. They clearly stated it was their mistake but will not do anything to resolve this issue. i have been in contact with ecom for 30 hours now, hung up on atleast 12 times, EVERY SINGLE SUPERVISOR IS BUSY ALWAYS! i was also told by ecom that i in fact requested to cancel my order when i in fact did not. also was told that my info didnt match with the credit bureau thats why it was cancelled ( credit would have stopped then not went through and took my money had it been a credit issue) i was told the order was still in process and i need to be patient that it was not cancelled. (att sales rep verified it was cancelled) that just gives you an idea of what ecom has been doing to help me. ABSOLUTELY NOTHING. ECOM IS A COMPLETE JOKE. AFTER DEALING WITH WHAT I HAVE BEEN THROUGH WITH THEM I WILL TAKE MY ISSUE AS FAR AS I POSSIBLY CAN TO HOLD THAT COMPANY RESPONSIBLE FOR THEIR LACK OF CUSTOMER SERVICE KNOWLEDGE AND JUST DOWN RIGHT TAKING ADVANTAGE OF PEOPLE. What ecom is doing is unacceptable. I chose ATT because of the veteran services they offer which i think are wonderful and sadly hate having to say because of ecom ATT has lost my business forever.

 

New Member

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6 Messages

2 months ago

OMG. It's 2020 now and I have had the SAME exact problem the past 3 days. They are incompetent. 

New Member

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4 Messages

a month ago

I just had the same problem - now August 2020. I spent HOURS on chat an online with them yesterday setting up four new phones using their promotion, passed the credit check, all went through - transferred numbers from Verizon etc... . Just got an email now at 10 pm Sunday night saying it was canceled because they couldn't verify I was the one who set up the accounts. And of course, there is nobody who can help - wow. Great customer service - probably all for the best...

New Member

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1 Message

a month ago

@hartp exact same situation. dead exact. I'm very frustrated.

 

New Member

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4 Messages

a month ago

I'm on customer support with them right now and the lady says, "don't you know, you should never place orders online and you should always call in orders like this" and "you know you will have to pay the sales tax again" and I have to repeat everything like 4 times, my  name, my phone number, everything. It feels like a total scam. I'm completely confused.

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