Fraud Disaster - Ongoing
01/11-01/14 we had a massive amount of fraudulent activity on our account (new line added, new phones purchased, 2 new iPads, added protection plans). One of the phones was an in-store pickup and the iPads were to be delivered to an address halfway across the country. One of the phones was purchased on my current line which caused my phone to stop working and me without service for almost a week. “Resolved” with the Fraud department - all determined to be fraud on 01/14 (I still couldn’t get my phone back for multiple days though because of a hold on my account to “protect it” - meanwhile numerous purchases were still made after the hold and it only affected me somehow). Some charges canceled. Some charges for some reason would be on my bill and credits issued by next billing cycle.
I trusted this would be the case but the weeks dragged on. Numerous times I communicated with ATT that I will pay my bill once posted accurately which was always in process supposedly. Fast forward to 03/20 and our service gets disconnected. I break down and pay for the amount I would have normally paid without being able to see an accurate bill as they still haven’t done their due diligence to correct the issue. Am told service will be restored within 10-15 minutes. It was not. Called back again, was then told it will not be restored until they credit my account or I pay the remaining $940 in fraud charges.
No one seems to help or care. Says it will be resolved within a few days. Bounces me all over the place. I’ve probably spent over 10 hours on the phone with “customer service” throughout this mobile phone nightmare.
Turns out this was all likely due to their data breach from January although no one will actually just say that.
Is anyone else having issues with this????? This has been going on for 2.5 months and now I don’t even have a phone. It’s abhorrent.
ACE - Sage
2 months ago
I have to agree, abhorrent. AT&T doesn't know how to fix problems, it's why I became a Verizon customer in 2019.
You can file complaints with any number of alphabet agencies. FCC, Better Business Bureau,
And a formal notice of dispute
I am hoping that your post here will get a response from someone from ATT help. They are a mixed blessing. Some of them know what they're doing and they can get problems resolved very quickly. Some of them are brand spanking new and have no idea which end is up.
If you do get a response from someone through the Forum it will be an invitation to direct message which will appear as a conversation bubble ↗️ after you refresh your page.
If you do not respond and get the conversation going before that person clocks out for the day the conversation will be closed and you'd have to start all over again.
I strongly advise Better Business Bureau or FCC complaints because you can outline what your problem is, your complaint is forwarded to upper management in AT&T and you get a phone call from someone from The Office of the President. Obviously without phone service you should choose another way of communication. Typically the Office of the President can bypass the usual nonsense and resolve problems that shouldn't have happened in the first place
2 months ago
Hello Christina 11111, we're here to help with your account.
Let's meet in a Direct Message, so that we can review your account. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).
Looking forward to speaking with you.
Carlton, AT&T Community specialist
ACE - Expert
2 months ago
AT&T did not have a data breach, a vendor did. None of the leaked data would have allowed this to happen without information from elsewhere.
2 months ago
I do realize this was a third party breach however it was with a vendor contracted by ATT and ultimately their responsibility to ensure who they contract with is secure.
per the email
”AT&T's commitment to customer privacy and data security is a top priority. We recently determined that an unauthorized person breached a vendor's system and gained access to your "Customer Proprietary Network Information" (CPNI). In our industry, CPNI is information related to the telecommunications services you purchase from us, such as the number of lines on your account or the wireless plan to which you are subscribed. However, please rest assured that no sensitive personal or financial information such as Social Security number or credit card information was accessed.”
I was told that someone verified our security pin multiple times throughout the process which is hard to understand given that it’s a random number not associated with anything (not a birthday, address, phone number, etc).
I also read this happened in January and our fraud charges began. Perhaps unrelated and a huge coincidence but seems suspicious to me.
Regardless ATT allowed fraud activity for days after they had been notified and we were told there was a hold on our account from making any kind of changes. The hold was effective enough that no one could help me get service connected back to my phone I’d been using for 6 days because they couldn’t update the phone info and yet not effective enough not to allow multiple new purchases in this 4 day period.