I am currently going through something similar. I placed the orignal order and had to answer the verification questions, and was told I passed them...Yet the order was cancled. Since then, I have placed now 6 orders all of which have been canceled. I cant seem to get documentation over to them that "properly" verifies my identity. Its rather sad. Im not able to go to the store and purchase, and the rep wasnt able to place an order. I've attempted yet again another order, so maybe better luck this time? I hate that I'm paying for a service that I cant completely utilize. Certainly looking to file a complaint.
Moanca111, hmmm. Let's take a look as to why these orders are cancelling. if you have an active order now, I'll track it's progress. Please send me a private message with your full name and phone number tied to your residential services for help.