Phone reported stolen and it's not stolen????

Are you the original purchaser of the phone? It wasn't bought second-hand? Was there ever an insurance claim on the phone?

If the answers are in order yes, no, no, vile and FCC complaint. The FCC complaint is forwarded to AT&T upper management and someone will call you. They will likely want your original proof of purchase

they arent going to give you a new phone

what make and model of phone?

I didn't buy it second hand. I am the original purchaser of the phone. It is on a monthly payment plan on my account. I pay for it every month so they should see that it is with the owner who is making monthly payments. 

Thank you for mentioning the FCC, I think that is a good idea. I also like the idea of a new phone. I will ask for a new phone first and if that doesn't work, I will file a claim with the FCC. 

Hello @Vski72, we certainly understand your concerns regarding your device and line suspension due to a stolen report. 

Based on your concerns, we want to go ahead and bring you into a Direct Message. Check the message icon in the upper portion of the page and reply back to us. 

We look forward to further investigating and assisting you more. 

Thanks for contacting the AT&T Community. 

Lynn, AT&T Community Specialist

I am also having the same issue. I am the original owner the phone. It was reported stolen and blacklisted on may 2nd and I did not report it. I talked to a person on may 3nd who said they unblacklisted it and fixed the issue. May 3rd it wasn’t working so I called at 12, and spent another hour on the phone and they said they fixed it. 3 hours later my phone wasn’t working again. So I called a 3rd time and that person said they fixed it 100% and it wouldn’t happen again. 3 hours later my phone wasn’t working again. I called again this morning and spent another hour on the phone. 

the guy today did the same steps and said it’s fixed. I asked him if he did the same thing the other 3 people did. He looked it up and said “yes” I then asked how am I supposed to believe that by doing the same thing a 4th time we will have different results? Something else needs to be done. He said he could get me to the sales department so I can BUY a new phone! I JUST BIUGHT THIS PHONE 3 months ago!! I didn’t mess this phone up, it’s 100% on ATT for allowing someone not associated with my account to report my phone stolen!! Not only am I out a phone, but I use it for work and there is no telling how much money I have lost due to people not being able to contact me! 

The 4th guy at ATT I talked to today finally ended the phone call with “I’ll call you in an hour or two” THIS NEEDS TO BE RESOLVED TODAY!!! COMPLETELY UNPROFESSIONAL AND UNACCEPTABLE! 

Let's get to the bottom of your blacklist experience @Scdodge

AT&T works hard to protect customers from having their information stolen. As an extra layer of security If there's an error with a blacklisted IMEI that requires removal, review the following to  determine the root cause:

• Was the device reported lost in transit? If so, AT&T can't remove the device from the blacklist and we advise to return the device to AT&T.
• Did you purchase the device at a AT&T sales location? You must return to the point of sale with their documentation to resolve blacklist issue.
• Was a claim started on the device through insurance? If the claimed device is found and they want to use the claimed device, you must return the replacement device.

In addition, if your device has been blacklisted and then since been removed from the list. You may need a replacement SIM to connect to our network. Or you can purchase a new device online. 

• We ship most new devices with the SIM card inserted in your device and activated.
• Make sure to use the SIM card that came with your new device or order a new one. If you use another SIM card, you may not be able to use some features of your new phone.
• Pick up a SIM from our AT&T store or reach out to us to get a new one. 

Furthermore, if you feel that the device was added to the blacklist by mistake, and the original owner of the device, reach back out to us and we go over options for removing the blacklist. Thank you for contacting AT&T Community Forums.

Alasani, AT&T Community Specialist

@ATTHelp 

To answer your questions above in regards to my first comment.. 
1. The device was never reported stolen. 
2. The phone was sent to me direct from ATT

3. No claims have ever been started against this phone or any on my account for that matter. 

Update on the phone call from 9Am this morning, I still haven’t received a call back from ATT and it’s now 3:15PM. This needs to be resolved ASAP because I changed nothing on my account and pay by auto pay and have had to be without a phone for 3 days now. Ridiculous! 

@ATTHelp 

Based on your device concerns, we want to get you into a DM @Scdodge. Check the message icon in the upper portion of the page and reply back. 

In the meantime, we want to include some questions to add in your reply back to us. 

• What is the make and model of your device? This will help determine if your device was affected by our 3G shutdown. Beginning March 1, 2022, we sent cancellation notices informing session-based customers (AT&T PREPAID) that their account will be canceled on or after April 19, 2022, if they have not taken steps to upgrade to a compatible device.
• Is this a Prepaid or Post paid account? This is helpful to narrow down where to look for your device details. 

Gather the device information, and we will get started figuring our the root cause. Again, Keep an eye out for the DM. 

Alasani, AT&T Community Specialist 

I’m having the same issue which started may 4th when it was reported stolen but wasn’t stolen.. called and had it removed from the blacklist and it worked for 3 hours and now has stopped working.. please post on her how or if the issue was resolved,

thanks