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Not enough information.  

Have you been denied in the past?   If yes, exactly what did the email say?

If you aren't getting the emails, try using another email address.  Gmail often does not work.

 

Yes it has been denied. Request was done by att rep. It said cause installments still owed I called att back no installments owed. I went to corporate store yesterday manager did another request and confirmed it and said check status today but site won't let me. I have been on phone or at store for up to 5 hours a day several days to get this taken care of but once again it's not. This phone is for a deployed soldier