New Account
I went into an AT&T store today to open a new account. Everything went smoothly, I entered my personal and passed the credit check. As soon as the rep was going to install the eSIM, she said that the system had crashed and we needed to start the process over again and run another credit check. When she ran the credit check a second time, it was flagged and prompted to call the fraud department. She called and handed the phone over to me to confirm personal information. The phone rep said that the application was denied and couldn’t give anymore info. The store rep didn’t know why that happened and she said she couldn’t do anything and to call customer service. I’ve called multiple times to try to get an answer but they don’t seem to know why it keeps flagging and declining the application. I’ve also tried to place an order online and it keeps getting cancelled. I got a welcome email with a summary of services as well as a paperless billing confirmation with the last four of the account number but I don’t know the phone number or full account number. Is it possible the account was opened before the system crashed and is stuck in a pending status that’s preventing me from opening a new one?