After 10 years with 5 phones on my plan, this is the worst service I have received

I have been with ATT for 10 years and had 5 iphones on there pretty much the entire time.  I recently tried to upgrade an iphone by switching an upgrade from one iphone to another,which I have done over the years many times.  This order was processed then cancelled 3 times over the last 4 days and even calling in to talk to an "order specialist" no one can seem to tell me why. So, 3 cancelled orders and 2 hours worth of phone calls and chat sesions later, I just ordered the upgrade for another phone and will put the SIM card from the original phone I wanted to upgrade.  The worst part is after calling and chatting with support numerous times, I still don't know why any of the orders were cancelled.

Security has been tight. If they couldn't verify your identity, or you didn't sign and return the terms of service by email, they cancel the order.

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