Unable to become a customer because AT&T cannot verify identity.
Long story short, I have invested around 8 hours or so trying to become an AT&T wireless customer and because I share a name with my father and grandfather, I cannot be verified and complete the order.
During the order process in-store for new phone, phone number porting, etc there is a step where they do a credit check. During that part they always need to verify my identity and have the rep call the fraud department.
After a very long wait, there’s a very dry, mean, prompt-reader on the phone who will go through some legal jargon and then ask some verifying questions. All of the questions asked, all 6 times that I’ve done this, never pertain to me. They are about my father and grandfather to which I do not know the answers to.
I’ve explained this several times and every time the person on the phone will just get angry with me and point me towards the credit bureaus. Well, the credit companies have my information straight. I own multiple homes, cars, credit cards, etc and I have never run into this issue. I can buy and finance anything else with no problems.
I have tried to elevate this issue but no one will assist. The front line reps are always kind and do their best to help but they are all frustrated with AT&T’s corporate level service as well.
It is a true shame that corporate brings such a high level of resistance towards their selling staff and new customers.
This is my last attempt at rectifying the issue before writing off AT&T entirely and avoiding them in the future.