ATT fraud department is a fraud

https://forums.att.com/t5/Wireless-Account/Contacting-Fraud-Department-through-the-Forums/td-p/5350180

Hello @kbzn999,

Thank you for your recent posting. We appreciate your participation within the Business Community. We apologize for this experience. We're happy to help you.  In order for me to research your issue, I will need to verify some information. Please send me a private message: https://forums.att.com/t5/notes/composepage/note-to-user-id/3757732

And include the following details:
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Business Name on Account:

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Description of fraud issue:

Thank you,

Laura G.
Social Media Manager

I agree with the initial poster 100%. I am at the AT&T store and have been on hold for an hour and ten minutes. 

Someone bought phones using my account fraudulently and AT&T is seemingly unable to connect me with someone who can do anything about it. 

Between my wife and I we have spent 3.5+ hours on the phone waiting for the fraud department. 

How is it possible that this telecom can’t even manage to take a phone call?

I am very likely going to leave AT&T. 

Hello @PeterKRyan

Thank you for reaching out on our Business Community.  I want to apologize for the poor customer experience you had thus far.  I will be happy to get you some help and have soomeone look into this.  Please private message me by clicking here the following information, so I can further assist you.

Contact Name:

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Thank you.

Chris

Social Media Manager

I have provided my case and contact details to the ATT member asked me to send these to Laura Gl, but I have yet to hear back from ATT regarding the details of this case 

I had exactly the same problem...someone tried to add a device to my account; transferred to 4 different people and departments and 3 hours on hold waiting for Fraud Department to answer.   My phone service has been suspended because of the fraudulant activity but no one bothered to tell me that was going to happen.  This all occurred just yesterday (10/21/19) and today waiting for AT&T to call me back with a status on reinstating my service, "...within 24 hours of trouble ticket being submitted...". So here I sit with only my landline...thank goodness I still have that...and my desktop computer!  Call me old fashioned, but you need a landline just for this kind of stuff and another computer in the house!

AND, to tell you how dumb the service representatives are...the guy I spoke with wanted to send me (get this...) a "text" to my phone to confirm that a trouble ticket was submitted.  TO MY PHONE THAT JUST HAD SERVICE SUSPENDED!!!!!!!  It took me about 5 minutes to convince this guy that his proposal wouldn't work because the phone wasn't in working order!  Dah!!!  Still not sure he understood what I was saying!  Needless to say, I'm a little miffed right now!

Hello @DAWisretired,

We're sorry to read about the fraud issues with your account. In order to further assist, please send us a private message by clicking here and provide the following information.

Contact Name:

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Account Name:

Account Details:

Thank you,

Melissa

Social Media Manager

Someone purchased a phone and added the number to my account. So I’m not only paying for a new phone, but also the plan. I have made several attempts to file a fraud report. AT&T provides a number to report fraud, which then refers you to a fraud portal that doesn’t exist. The “chat” is worthless, as it keeps providing the same info—one resource bouncing me back into the other repeatedly. There is zero intelligence built into their chat; rather, an algorithm based computer. This is terrible customer service, and no way to protect loyal customers who have had multiple AT&T accounts for many years. There is absolutely no incentive for me or my family to continue doing business with AT&T if the most basic assistance cannot be provided. I will tell others that AT&T is a poor excuse of a business and a waste of money. Furious!

Hi @ECervantes,
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).

Shad
AT&T Business Social Media

I am experiencing the same issue with AT&T customer service and the fraud dept. The customer service chats just run me in circles. Fraud dept is absolutely crickets. There were 8 attempts to purchase iPhones on my account with one of them going through successfully.  I was assured by customer service that all orders were cancelled successfully and then I received a shipping notification with tracking number. Customer service told me if was now too late to intercept and cancel the order. I even called FedEx and had them put a return to sender notice on the shipment, but it was too late the item was signed for and delivered to a random address in New Jersey. I am in California. I am so upset, disappointed, and frustrated over the lack of care or any interest by AT&T to resolve this matter. It should not be this difficult. There should be immediate resolution to this type of situation. It this is not resolved by the end of the day, I will be taking my five lines to another carrier. I have been at AT&T customer for over 20 years. This is shameful. I have notified the Better Business Bureau, FTC, FCC. 

Hi there @jenmcdrn,
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).

Dodley
AT&T Business Social Media