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Monday, November 28th, 2022 12:00 AM

Unauthorized lines added to my account

I purchased and paid in full an iPhone and activated one personal line. Upon receiving my monthly invoice, it shows a total of four lines that are on a business plan. I did not authorize this; I do not have a business nor a need for three additional phone lines. The ATT employee who activated these lines without my knowledge, surprise-surprise-no longer works at the store. I have filed a fraud claim about 4 weeks ago and have heard nothing-zero, zip, zilch. AT&T has since locked my paid-in-full iPhone. I have spent countless hours on the phone with AT&T Customer Service and hours upon hours with the in-store manager, who has tried her best and was able to obtain a partial credit. Why am I being put through the ringer when your employee fraudulently added these lines to my account without my knowledge, permission, and/or signature?!? I have a receipt showing payment in full of the phone and a single line activation. Come on AT&T, get this fixed. Unlock my phone and correct my invoice!

ACE - Expert


12.7K Messages

2 months ago

An employee adding additional lines is not "fraud" for AT&T's purposes. First, you need to call and have those additional lines disconnected. If that person isn't able to credit the full amount at that point, then file a BBB complaint (but have the lines disconnected regardless!)

If you purchased an AT&T phone, it comes locked to AT&T. You can request it be unlocked here:


Community Support


207.2K Messages

2 months ago

Hi @CTD68,
We want to help. Let’s meet in a Direct Message on this. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the forums).

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