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Demaray1's profile

New Member

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10 Messages

Thursday, April 27th, 2023 8:15 AM

Closed

At&t is complicit in fraud

Someone has taken a phone out with my social and my last name.  I called At&t to let them know.  Their response? Initially 45 minutes on hold while the customer service agent could not get the fraud dept on the line. He kept offering me their direct number, the one where he was getting no  response.  Finally I said I'm tired of this and hung up. I call the fraud dept where you get to chat with a computerized voice that I'm not kidding you, I have the evidence, is programmed to say, "will you repeat that" and "I'm sorry I didn't catch that". It did it 52 straight times to me before I again had to hang up.  I called a 3rd time and got a young man who seemingly wanted to help. We found out that yes he was using my name, SSN and address and has reached up a huge bill that normal paying customers would never get away with.  He informed me though that since I don't have possession of the fraudulent phone that this account is linked to, I cannot receive the one time code necessary to further explore this. At&t knows that there is a bogus account being criminally used under my name and they are continuing to allow it.  I hope to find an attorney who will help me sue them for their negligence of a victim of theft and their being complicit with the criminal in this situation. This is really quite unbelievable and it's quite unbelievable that this is a major carrier.  Not only horrible in customer service but criminally horrible. 

ACE - Sage

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110.9K Messages

5 months ago

You do realize that there are two victims whenever there is identity theft and a merchant has goods or services stolen right?   🤦🏼‍♀️

FYI you can't sue AT&T for being a fellow victim.

And identity theft rarely stops with just one thing. You might want to run your credit report, freeze your credit, and Google what to do when your identity has been compromised.

New Member

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10 Messages

5 months ago

While I appreciate you words of advice and caution I'm offended a big that you would compare me with At&t.  Saying we are both victims is really a ludicrous statement.  If they have a phone or anything stolen from them they will just write it off and their insurance will cover it as long as they show some kind of due diligence, such as filing a report.  Maybe you didnt read what I wrote, I informed them if the crime and they have done nothing repeatedly.  In fact their whole customer service functions as a entity to steer you away from any kind of help they could possibly give.  You think I'm going to get reimbursed? You think since I found this out I'm going to let it continue because I'm too lazy to stop it?  Thanks though for your thoughtful comment.

ACE - Expert

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26.1K Messages

5 months ago

Javelin Strategy & Research found that identity fraud cost US businesses an estimated total of $56 billion in 2021.

That being said, HERE IS A LINK TO REPORT IDENTITY THEFT

How to report an unauthorized AT&T account or service

Was your identity used to establish AT&T service or make account changes without your knowledge? Contact our Global Fraud Management team:

ACE - Expert

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21.8K Messages

5 months ago

You don't understand how fraud works. Yes, there is always two victims. Your identity could have been stolen in any number of ways. Opening up cellular accounts is one of the easiest way for fraudsters to "test" how far they can go with your identity package.

As mentioned, file a police report and get all of your documentation in order. Call your cc companies and get new cards issued if that's what they suggest. Start monitoring  your accounts on a daily basis to check for any unauthorized charges or questionable activity. You have a long road ahead of you as far as cleaning this up and preventing any further fraudulent activity. AT&T will take care of their part but it's not going to happen overnight.

Community Support

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221.2K Messages

5 months ago

Hello, @Demaray1! We want to help point you in the right direction.

 

We understand you have had a somewhat difficult time getting a hold of a representative in the Global Fraud department, but speaking with someone in that department is the best way of getting a resolution, they can be reached at 877.844.5584.

 

Furthermore, we recommend you report identity theft at the FTC website www.identitytheft.gov.

 

You can also contact any of the three major credit bureaus to place a fraud alert on your credit file. The fraud alert asks creditors to contact you before opening new accounts or making changes to your existing accounts.

 

We hope this information is helpful, and please let us know if you have any additional questions.

 

Thank you for reaching out to the AT&T Community Forums!

 

Rachel, AT&T Community Specialist

ACE - Sage

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110.9K Messages

5 months ago

@Demaray1 

The fact that the loss hurts you more than it does AT&T is not material here. It does not change the fact that both of you have been victimized by a third party. 

Think about it this way if suing your fellow victim was an appropriate thing, AT&T could counter Sue right? 

Service providers lose thousands in fraudulent phone sales every month. It's why AT&T still carrier locks its phones. It's why Verizon now locks its phones for the first 60 days.  It's why AT&T phones can't be activated on an account other than the one they were purchased on.  Its why I read a complaint from the next town on social media about someone who signed up for xfinity's mobile service and has had five fraud lines with new phones added to their account.  

Typically there is another victim in these theft cases because these phones are shipped all over the place, frequently outside the USA and sold to a third party who has no idea they're purchasing something they cannot use. 

No one is asking you to be sympathetic to AT&T, because you're right they do have insurance and they can write these off. But I'm not asking for you to feel different, I am asking you to understand the facts. 

New Member

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10 Messages

5 months ago

Thank you otto for the practical advice. I think you are all missing what I'm saying..At&t doesn't have to be a victim. They are aware of the situation, they are aware that the person is using my information, yet they are allowing it to continue because the can't verify me because i don't have the number or access code to the false line set up in my name.  Now please someone explain to me how we are considered the same in this situation. This won't effect them at all, I'm in for a long, tedious process. They can choose to end their "victimization" whenever they choose, am I? If you can end your victimization with such a simple move, because you are the one in power, are you really a victim? Anyway thanks again otto for the practical advice.

New Member

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10 Messages

5 months ago

So I just called the international fraud department yet again. After six different customer service employees who were unable to, unwilling to or just thought they worked for dairy queen I was not able to talk to anyone again.  At&this horrible.  I've seriously never seen a company not care with the  utmost sincerity like these guys.  This may sound petty or weird but I don't care. For the rest of my life I will tell at least 5 people a day that at&t is the worst. I'm going to blog about it I'm going to have friends blog about it. Even if they somehow fix this I'm going to tell the world how bad they are. Their motto should be we are At&t apathy at it's absolute finest. 

ACE - Expert

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26.1K Messages

5 months ago

File a complaint with the BBB.  Those are forwarded to The Office of the President.  Hopefully that will light a fire under them and they should reach out to you.

ACE - Expert

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21.8K Messages

5 months ago

@Demaray1  I was just going to suggest what @skeeterintexas said. The complaint will be assigned to a Senior Manager in the Office of the President and he/she will contact you. They have the resources and authority to handle issues like this. Just have all of your documentation in order.

We truly understand your problem and wish it were different but identity theft resulting in fraud happens all of the time and the costs to businesses is unreal. That’s why it can take them time to determine that the fraud claim is legitimate. And even if AT&T corrects your issue that doesn’t mean that your victimization won’t ever happen again. Like I said ordering phones fraudulently is most often just a test to see what they can get away with. That’s why it’s imperative that you constantly check your accounts, and you may have to do that for quite sometime especially if your “package” has been sold on the dark we. 

Be very careful on the sites you visit, where you use your credit/debit cards, etc because your info could have been lifted from just about anywhere and not necessarily an AT&T data breach, even tho that’s also a possibility.

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