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jamiementel's profile

New Member

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3 Messages

Thu, Mar 10, 2022 4:50 PM

I’m being charged for a phone that I never had

I am being charged for a phone that I’ve never owned. When I upgraded my phone, I noticed a device with a phone number that I didn’t recognize. I called customer service and was told the device is an iPhone 11 showing zero minutes used. I’ve been paying so far back that the phone is now paid for and due for an upgrade 🙄. I’ve also been paying the monthly charge. This totals in the thousands.  I submitted two fraud complaints to AT&T and both were denied. How is this not fraud and who else can I speak to Bc this is ridiculous!!!!!!!

ACE - Sage

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98.6K Messages

5分前

This is why you're supposed to read your bill on a regular basis. Because you've been paying all along, and didn't dispute the charge much earlier, you have asserted that your bill was correct every month.

AT&T may choose to refund some of your charges.  But may be not as much as you like.

This is the same for any service provider or even most credit card companies. You have a limited amount of time to dispute charges after which they will not be refunded. 

New Member

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10 Messages

12日前

I have the same problem paying for a cell phone line I do not have a phone for and zero usage. How is that legal I do not review my invoices since I pay on line and att only keeps a little over a years worth of invoices available for review. I was charged from 73.00 to 63.00 a month including insurance and taxes for a phone line i had no access to or a phone to use. I agree this is ridiculous, no help out of retention, filing a fraud claim now. Maybe we need a (Edited per community guidelines) suite.

(edited)

ACE - Sage

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98.6K Messages

12日前

I pay online, auto pay - EVERYTHING. 

So that's not an excuse for not reading the bill to see if it's correct.

New Member

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2 Messages

12日前

I’m in the EXACT SAME scenario! Don’t waste your time with a fraud claim! I did, and they wrote me back and told me it wasn’t fraud, and that I’m responsible for it! And now I can’t figure out how to email them back. I tried emailing them back but, it came back to me saying that that email is an automated email! So what do you do?!!!

New Member

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10 Messages

12日前

You are correct, I pay for a lot of lines monthly on line, lost my husband in 2018 when this started and am older. I know better now. Thank you for your advise. That doesn't solve or provide any constructive way to address or resolve my issue. I am not trying to be disrespectful to you, I am frustrated since I just found out about this 2 days ago. Customer retention was not helpful or understanding. I found out because of a wonderful ATT rep I was speaking to about how to make an out of Country call. So now I know thousands of dollars later. Paying for a phone line no service and no phone.

New Member

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2 Messages

12日前

I am going through the EXACT SAME scenario. Don’t waste your time with the fraud claim! I did, and they emailed me back and said they investigated it and that it wasn’t fraud, and that it is my responsibility to pay it! I tried to email them back, but the email was  an automated email address. And I can’t figure out how to email them back. I’ve tried calling but all I get are people who don’t speak English, or who you can’t understand what they are saying!Also they are very RUDE! So what do you do?

JefferMC

ACE - Expert

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29.3K Messages

12日前

After contacting the police, file a complaint with the BBB.

(edited)

New Member

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12 Messages

12日前

Your best bet it to be very persistent. If it has no minutes that means no one was using it and you've gotten no service, clearly making it a mistake with virtually no costs incurred by AT&T. Keep calling, be patient, keep asking for managers. A lot of the time it's just a matter of finding that one human manager who can see it from a normal human perspective and help you out.

Of course it's infuriating when people who were a part of a mistake that led you to pay them thousands for nothing act like it's all your fault for not paying attention to you bill (which of course you should have done but lots of reasonable people don't because they assume crazy stuff like this won't happen), but it's best to keep your cool and be persistent.

Most customer service are going to sound like @formerlyknownas and just blame you for everything even though of course the fault was shared -- at&t could have easily seen that you have an unused line and called it to your attention, and they surely would have if it was wasting their money instead of yours. 🙂

But there are real humans in customer service. I've talked to them. They're just in the minority so be persistent and at least try for a compromise.

(edited)

New Member

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12 Messages

12日前

Definitely agree with the BBB complaint too... That definitely sometimes helps. You just need to get the right person's attention who can look at it rationally and has the power to fix it. Be patient and persistent but don't lose sleep over it!

New Member

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10 Messages

12日前

Thank you JefferMC & EarlTheCow. I appreciate your wonderful advise and will follow through with suggestions. I am speaking with a rep now to file Fraud with them. They charged me insurance for a phone I never had as well. I am not going to drop this and will contact law enforcement, BBB, ATT Fraud, Federal Communications and anyone else I can find. I like and appreciate your comments not sure how to show that on this site. I sincerely appreciate any help and suggestions provided. 

3. Protect Advantage Insurance for 1 $8.99
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New Member

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3 Messages

12日前

I also have 7 other devices that we pay for as we are a large family. That’s why these particular charges went unnoticed. That being said, it is still completely unprofessional for a company to not own up to THEIR mistake and make it right!!! Two fraud complaints four months later, and I’m still fighting these charges. That’s ridiculous! 

New Member

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12 Messages

12日前

@jamiementel with that much volume you should have some leverage and get a big credit toward your bill which you will burn through in little time. Be patient, keep calling, keep asking for the manager. Zero minutes probably means it's not fraud, it's a mistake. Easy to see the right choice for AT&T to treat a high volume customer well. You just need to get the right manager on the phone. Don't lose sleep over it and if they insist, you at least have the option of the satisfaction of taking your hundreds/month to another carrier.

(edited)

ACE - Sage

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98.6K Messages

12日前

@jamiementel 

I also have 7 other devices that we pay for as we are a large family.

I have 6 devices on mine.  I have my mother and my adult children. I no longer have my ex-husband and his tablet. (So it was 8 lines)  I know exactly what my bill should be, and when the bill is paid I verify the amount is correct.
    All my bills.  Every.  Single.  One.  

That’s why these particular charges went unnoticed. That being said, it is still completely unprofessional for a company to not own up to THEIR mistake and make it right!!! Two fraud complaints four months later, and I’m still fighting these charges. That’s ridiculous! 

You have one wireless bill. You should know what should, and should not be on the bill and what you should be charged for and what you shouldn’t be charged for.
AT&T has millions of phone bills. They don’t know what’s supposed to be on your bill or what isn’t supposed to be on the bill unless the customer tells them.  
    AT&T is not the only one who limits the amount of time you have to dispute charges. Did you know your credit card probably limits you to 60 days? And some of them will not let you dispute a charge if you have already paid the bill.  
(I bet you’ll be reading your credit card bills very carefully now)

Food for thought: You indicate you’re an older person, I assume that you have adult children and possibly grandchildren on your account. This will be a fantastic time for you to handover the reins and let someone else read the bill each month. You can still pay your portion. But if, heaven for bid you should pass away,  your children and grandchildren, other members of the family would be forced to change plans, and somebody would be forced to except financial responsibility anyway.   There’s also a lot of extra drama because a death certificate Must be presented.  

No matter who is administering the account, there is an email attached to the account for immediate contact and notifications when there is changes to the account like a new line or a new phone added, or subtracted.  If you are not receiving these sorts of emails and notifications, make changes to your account so that you are receiving notices every time there is a change.

    Example:  I went to a local Verizon store to port One of my numbers to Verizon off of my AT&T account. During the short time it took for them to complete the port I got a notification email from AT&T that “phone number xxx-xxx-xxxx was no longer associated with my account”.   I got a similar email when I purchased a tablet online and had it mailed to me.   

New Member

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3 Messages

11日前

No, I’m actually not older. I’m a mother of 3 school age girls and, until recently, the primary caregiver for my mother who, unfortunately, passed away. I’ve had a full plate and barely time to pay bills; much less examine a phone bill for mistakes. I sincerely appreciate those of you in the same position who reached out with helpful info. Hoping with persistence, a resolution of some sort will come to fruition. 

MicCheck

ACE - Expert

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11.7K Messages

11日前

@formerlyknownas It was @vw5004 who indicated they're older. 

This thread is a bit confusing as the are various people jumping in claiming to have the "exact same problem" which is rarely the case. 

It is very unlikely anyone you talk to on the phone will do much (if any) more than cancelling an unwanted line and crediting back 3 months of charges. To talk to anyone who will do more, you'll have to file a BBB or FCC complaint to get escalated to corporate. 

If that doesn't get you want you want, the terms and conditions outline the more formal (and lengthy and potentially time-consuming) dispute options. 

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