New Member
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2 Messages
Unauthorized Line/Phone added onto our family plan.
We currently have a family plan under att and recently discovered that there was an unknown/unauthorized line on to the plan. We only discovered this after one of my brothers broke his phone and asked to check if we had any insurance on the phone via att. The primary account holder is my mother with zero to little knowledge of English. This unauthorized line had been on our account at least from Feb. 2018, and no one within the family has been using this since the data, text, and call has been at 0% usage as far back as i could check. I also noticed that this line was an iPhone 8 that has been financed but had an "NEXT iPhone 2018 New Year Promo _ of 8" added onto it which covered the installment cost of this unknown phone, and my mother had just been paying for the extra line. She has her payment on automatic payments and only thought it was the price it was due to her calling internationally often for work and family.
Has anyone had this happen to them and know the course of actions to take?
I had called att to remove the line and was successful after being put on hold for 2 hours, but had gotten the run around when I had asked them if there was a way to pinpoint which store added this line onto our account, and if there was a way to find the serial number or imei of this phone.
Lockdowncraziness
Former Employee
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1.9K Messages
2 years ago
The account holder is responsible for reviewing their monthly statement. You have 60 days to dispute billed charges, not 3 and a half years.
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Konat505
New Member
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2 Messages
2 years ago
So with that being said and for clarification, I would still be able to dispute the charges for the line for the past 60 days?
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formerlyknownas
ACE - Sage
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107.4K Messages
2 years ago
@Konat505
You actually can dispute charges in arears for 100 days, which means three months worth of service can be refunded. You would also want to cancel that line of service. Is anyone in your household using an iPhone 8? If they are, it is possible someone added a phone during a buy-one-get-one deal with no intention of using the phone line, and just switch the phone to another service line. As you indicate there is no usage on that line. So whoever has that iPhone 8 is not using it on your plan or on that phone number.
I should also add that you might want to Blacklist the phone if it is not one of the phones in your possession.
You will have to talk to support, 611 from any of your mobile phones, you will be asked to provide your security pin code.
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mc21taylor
New Member
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6 Messages
1 year ago
Call the at&t loyalty department (877)-999-1085 and explain that it was added and activated without your knowledge and that there is no usage on that line! If someone does not want to credit you back all of the money, try to get it escalated as far up the chain as you can. They know this is a problem that has been happening and they have to do something to rectify it! It is fraud and is illegal!
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MicCheck
ACE - Expert
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13.2K Messages
1 year ago
@mc21taylor There's no reason to spam the forums with the same things.
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mc21taylor
New Member
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6 Messages
1 year ago
@MicCheck there’s no reason for you to keep contacting me.
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formerlyknownas
ACE - Sage
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107.4K Messages
1 year ago
It's an 8 month old thread.
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