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2 Messages

Wed, Aug 19, 2020 9:00 PM

I need an AT&T Letter

I had some fraudulent activity on my Zelle Account. My bank has asked me to get a letter from AT&T saying there was unusual activity on my phone during the period of the fraud.I have been able to confirm with a customer representative that there in fact was weird movement happening on my phone during that time and he sent this to me as a text. I need this information as a letter so i can give it to my bank. I have been on the phone for over 5 hours and have been shunted from department to department, who do I need to contact for this very simple request.

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ATTHelp

Community Support

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136.7K Messages

2 months ago

That's very unfortunate, @osehietomi.

 

We'd like to provide the help you need, or point you in the right direction to get it.

  • Can you simply provide the text to your bank to help with your dispute?
  • Have you contacted the police and filed a report?
  • Have you contacted Zelle?
  • Please help us understand - are you saying someone used your phone, & was able to log into your banking or Zelle app to send money? 

Please provide just a few more details regarding "unusual activity" & "weird movement". Thank you!

 

Keny, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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2 Messages

a month ago

Hey, thanks for responding!

 

The bank unfortunately will not take a text message. They require something on Letter Headed paper so they can verify it came from AT&T and not just a random texter. I have contacted Zelle and reported the issue but there is not much they can do and they directed me to my bank. My bank is willing to help and refund the stolen money but on their end it looks like the payment was authorized from my phone. They said they have seen this before and it usually means I might have clicked on a link from a text message that allowed the hackers to gain access to my Zelle app and send money to themselves. I called At&t and a representative verified that they can indeed see some unusual activity with my number around that time. And that is all the banks needs that on a memo or letterheaded paper so they can refund the stolen money. But the representative on the phone said he's not authorized to send letters or emails and thats what I need help with.

 

 

Thanks!

 

 

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