New Member
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3 Messages
AT&T Fraud Claim - continuously denied with no explanation
I am a long time AT&T customer and US Army Veteran dealing with a relatively sophisticated fraud claim that AT&T has been no help resolving. Specifically, a criminal pretending to by my wife walked into an authorized AT&T retailer and purchased a new iPhone on my account using a new installment plan, and ported my wife's phone number onto this new fraudulent phone (they then used this fraudulent phone in order to access our joint bank account among other things, which I am working to resolve through other channels). I believe that they used a fake ID with my wife's name on it, though I, as the account owner, was not contacted (nobody from AT&T called me, text me, or in any way tried to verify that I, as the account owner, approved this transaction). This happened at about 1:30pm the day in question.
Around this same time, my wife and I noticed that her phone was not working (I.E., had no service and could not make any calls). We did not know at the time that this was because, as mentioned above, someone had fraudulently purchased a new phone and ported her phone number onto it. Around 3:00pm on the day in question I called AT&T to try and understand why my wife's phone was not working, and had them reset it remotely. It was not until this time that AT&T sent a code to my phone number to verify my identify in order to access my account. It was not until later that I found out about the fraudulent activity and thus did not ask; an AT&T engineer simply told me that there were issues with the IMEI number and IMEI2 numbers on my wife's phone, and then reset it phone remotely.
Since finding out about this fraud, I have filed multiple fraud claims, including providing my FTC identify theft report, Police Report, and AT&T identity theft attestation statement to AT&T's wireless fraud department, all of which are denied without providing any justification. Every time I call AT&T to try and speak to a live representative I am redirected to an automated line that tells me to file an inquiry online and am promptly disconnected, and so this is my last attempt at trying to get an actual person from AT&T to talk to me about the situation and resolve this issue.
Under no circumstances will I pay for a fraudulently purchased iPhone that was used to steal my wife's identity, and if AT&T is unwilling to look at the basic facts (a new iPhone was purchased with an installment plan at 1:30pm, but my identify as the account owner was not confirmed until 3:00pm for an entirely different reason) then I will be forced to sever my relationship with A&T permanently, and dispute all A&T charges on my account. I am also considering filling complaints with the Better Business Bureau and the FTC due to the lack of transparency about the fraud claim process.
Additionally, after talking to someone in an AT&T store I was provided a copy of the receipt for this transaction, which includes the authorized retailer's address, as well as the name of the associate that handled the transaction, and am considering taking legal action this retailer directly for the significant losses I have incurred due to this identity theft.
edit: to clarify, my wife is not an authorized user on the account, which is why I’m so angry that I was not notified of this transaction.
formerlyknownas
ACE - Sage
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107.2K Messages
3 months ago
Do what you got to do..
Just so you understand AT&T has also been ripped off. Maybe involving an employee of the authorized retailer, but not necessarily. It seems pretty apparent that the identity theft already occurred, it wasn't caused by them being able to purchase a new phone in your wife's name.
If your wife is an authorized user on your account whoever it is who stole her identity had authority to go into a store and purchase a phone without you.
(By the way this is why no one else is authorized on my account)
Here's the link to fill out a formal dispute form
https://www.att.com/help/notice-of-dispute/
You will likely have to go through the arbitration or small claims procedure
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kdp2023
New Member
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3 Messages
3 months ago
Fair callout, so I’ll clarify that my wife is not an authorized user on my account, which is why I’m so angry that someone was able to make this purchase without my authorization. Thank you for providing the link!
(edited)
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ATTHelp
Community Support
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214.9K Messages
2 months ago
We are here to point you in the right direction to report fraud, kdp2023.
We d understand the impact this may have and the inconveince this has caused. Please reach out ourFor wireless accounts, call Global Fraud Management at 877.844.5584 for further assistance with further assistance.
More steps to take in case of identity theft
We hope this information helps! Thank you for contacting AT&T Community Forums. Please feel free to reach back out with any other questions or concerns.
Marilyn, AT&T Community Specialist
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kdp2023
New Member
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3 Messages
2 months ago
Hi ATT, clearly you have not read my post in detail, as that is the same automated number that I mentioned I have already called numerous times. It tells me to fill out an online form (which I have done multiple times, including providing additional documentation) and then promptly disconnects.
(edited)
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vnthxny1317
New Member
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1 Message
2 months ago
I feel your pain, back in October someone had opened up a best buy credit card in my name and then purchased / financed 10 iphones, 2 airpod pros, and a battery pack . I am still currently making payments on them and yes I am still fighting. I filed a BBB report and was able to get a hold of the office of AT&T and they told me that “ I authorized everything “ even though I showed proof and all the purchases were made in Washington and I live no where near there and i wasn’t there the time of the purchase . I am out 10k and still have another 9k to go to pay off the phones and get them off my account. I tried everything you can think of my friend. I am done with AT&T and I am ashamed and disappointed that as a loyal customer they did nothing , and as soon as pay it all off , i am cutting ties and moving on to verizon . imagine paying 1200$ a month on a phone bill :/
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DivinEmpress83
New Member
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1 Message
2 months ago
After a credit alert last week, I discovered an account in a city I've never resided in my name with AT&T owing almost 1k. I have been receiving the run around and also received an email rejecting my claim. After reading this thread, I will definitely be filling complaints with BBB and FTC. This is absolutely ludicrous
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ATTHelp
Community Support
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214.9K Messages
2 months ago
Hello there @DivinEmpress83, we understand that you're looking to report fraudulent activity. Allow us to direct you to the appropriate support, so we can review your case.
You'll want to contact our Global Fraud Management Organization Team at 877.844.5584. They'll stop at nothing to investigate this matter and get you taken care of as soon as possible.
Thank you for reaching out to AT&T Community Forums!
Ashley, AY+T&T Community Forums
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crabbyme18
New Member
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1 Message
2 months ago
I have had similar frustration with AT&T's Fraud Management team being useless. I am not even a customer of AT&T but I was told that I purchased 2 phones. The numbers associated with the two phones are for 2 land lines of a former employer. When I spoke with a member of the fraud team, and told them this, the person quickly told me that the numbers could have easily been ported to cell phones. Considering the numbers are for a school district, it is highly unlikely that the school ported those lines to cellular.
I have been connected to the same supervisor of the fraud team multiple times despite call during different times during the week, on weekends, mornings, evenings and this supervisor is always the one I am connected to.
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ATTHelp
Community Support
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214.9K Messages
2 months ago
That's not the experience we would want you to have @crabbyme18.
Let's meet in a Direct Message in order to submit your feedback of AT&T Fraud Management. Please locate the chat icon next to the bell icon in the upper right-hand corner of the forums page.
We look forward to assisting you soon.
Ashley, AT&T Community Specialist
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