I am having the exact same issue! I've tried the chat feature, talking to a customer service rep (complete waste of time - I could hardly understand him between his thick accent and all the conversations going on in the background, and he just kept repeating what I was saying and then filler statements like "While we're waiting let me thank you for choosing AT&T"). He told me the issue would have to be resolved by tech support and then connected me to the wrong department. By the time I was directed to the correct department it was closed for the day. I tried submitting a question through Facebook message and included a screen shot of where the process holds up and that person told me to use the troubleshoot feature on the website. So frustrating as I have been an AT&T customer for less than a month.
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