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Notsatisfiedgirl's profile

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3 Messages

Monday, January 9th, 2023 12:09 PM

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Denied service due to fraud from security questions

Pls tell me who I call but I had applied for a new cell service with AT&T. They when I first put in the order I got married and my credit card was different than my new license with my maiden name so it denied the application so I went into the store and try to get it but first they told me to do it again online I did it canceled it I went into the store at night again, and the guy said it was flagged. I realize that I didn’t answer the security questions, correct? I’ve only been married a year and they asked me where my husband‘s brothers ex-wife was living what state? How would I know that? Is that a joke. So they got on the phone with me and kind of treated me like I was doing some kind of shady stuff and told me the application was denied when I asked if there’s anyone I can call to straighten it up or anything I could do if she said no I suppose her number if someone I could call she said no there’s no when there’s nothing to do, what does that mean like seriously I was approved fine I can get phones with other companies. I’m just now wondering why they would be like that to me and why I was denied and what I can do about it cause I’m sure there’s something I can do about it I did call the credit union.  There’s nothing they can do either. I could try new questions, but AT&T obviously is just going to deny me, no matter what. Which is odd because of their advice from their customer service I ended up trying multiple times like they told me to, and I think that flag it as well. I absolutely hate AT&T’s customer service. It’s like children reading a child’s book to find a solution but they don’t understand it themselves and every single one has a different story. Every single time of what the solution could be or the problem. Please tell me what I could do.

Accepted Solution

Community Support

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232.9K Messages

1 year ago

Hello @Notsatisfiedgirl, this is not the experience we want you to have. We're happy to provide information to help resolve your concerns. 

 

We understand the importance of starting your service. For security reasons, your security questions can be confirmed through your credit union. We use ID verification to confirm the identity of a person who wants to get new service or manage their current service. Use your mobile device to take a picture of the front and back of an acceptable form of ID. This security step will help us make sure you're really you.

 
We do recommend using a payment method that is current, and matches your current identification. After you place an order with us, we'll send you a link in an email and a text message. Open the link from a smartphone or tablet, so you can use the device's camera to take pictures of your ID and complete the process.

Good to know: Make sure you take a new picture of your ID with your device. You can't use images stored on your device or photocopies.

 

Visit our ID verification page for more information on completing your identification step. We're here if you have any questions. Thank you for contacting AT&T Community Forums. 

 

Alasani, AT&T Community Specialist 

Accepted Solution

New Member

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160 Messages

1 year ago

Identity and credit lines are generally tied to the 3 credit bureaus, make sure everything matches up with Experian, Equifax and TransUnion.

New Member

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1 Message

1 year ago

I had the exact same problem. How do I get through this? I went to the store as directed with my I’d and they still denied me.

New Member

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1 Message

1 year ago

I had this same problem. I went to the store with my ID and I was trying to get new service but I have to make a phone call to the fraud department and they didn't ask me any questions they just denied me and I ask the lady why would I be denied why I was jus approved for service. She couldn't help me with anything. 

New Member

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1 Message

1 year ago

I had almost the same problem. I went through the entire process and everything went fine. I was then told they were going to send me to someone who would verify all the info and we’d be done! Next thing I know it’s the fraud dept and some rude man saying he would approve my service and that he wouldn’t tell me why!! I was sooo confused!!!! It makes no sense to me at all!!!

1 Message

10 months ago

I’m having the exact same problem. I just wasted time at an @ATTHelp store as directed, simply trying to add a line to an existing account. I Spent time scanning IDs, answering security questions (also about what counties my brother owns property in - (Edited per community guidelines)?  I have no idea, and it’s none of my business where he owns property, and what’s that got to do with the price of tea in China?)

i was then put on the phone after clearing a few rounds of security questions with someone else, and answered another round of questions. All questions had a correct answer for me (what cars have you owned, what color are they, where have you lived, etc)

then the response was that I was denied. 
huh?  No explanation, no course of action to fix whatever the mystery is. Only that I can come back tomorrow and try the security questions again. 
ive had this account with AT&T for over 20 years, cellular lines, Home internet, etc. but it’s more AT&T’s problem than mine, because by tomorrow I’ll no longer have any use for business with AT&T and will have moved elsewhere. Won’t be my problem. 

(edited)

ACE - Sage

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118.3K Messages

10 months ago

The original poster has literally admitted that her identification doesn't match. Of course that sets up red flags for fraud.

People fix your ID. Your ID, your credit card, your social security number all has to have the same name.

Yes it's a pain in the neck to get everything changed. Too bad, it's required. 

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