The Samsung Galaxy S24
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Friday, January 26th, 2024 10:32 AM

Phone Stolen Over 1 week Ago - Cannot Cancel or Suspend Service

My phone was stolen over 1 week ago when I was in downtown reno. I have been attempting to get ahold of someone at ATT this entire time, but it is difficult as my schedule does not line up with the hours ATT is open. 

I was in Downtown Reno having a night at Gold Dust West Casino, when a homeless person walked by, snatched my phone and took off. I reported it to security the moment it happened and they did very little to retrieve my phone. Instead they had me fill out a lost and found form that we all new very well would accomplish nothing. I filled one out for J resort as well, as they are both owned by the sa.e company. 

Since them I have attempted numerous times to contact ATT support, and not only have I been unable to connect with anyone n due to your hours of operation being outside of my schedule, but I cannot get past the 2step verification for my account because it keeps sending he text to my phone that was stolen. I have gone through the automated system more times than I want to recall and I have even got it to say it would suspend service. It goes through the whole process, tells me it's suspended service, then asks again and at this point it says something went wrong on the back end and it camnot complete my request. It then attempts to transfer me to an agent, tells me it's outside of hours and hangs up on me. I have searched fruitlessly for an email to write to, the is no such emails address. It has taken me over a week to be able to even find this page and I am so frustrated, it's probably for the better I am not speaking. 

I have had numerous moments near mental breakdown from the endless circles I have gone through and I am at my wits end. I need this to be resolved. I came to att and because I could no longer bare the Verizon ai that I used to deal with, yet now I am beginning to miss its taunting voice. I do not understand how this process is so difficult, why this page was impossible to find or why I can't send an email. I was about to pay off the phone so I could upgrade to a s23 or similar quality, however I have no interest in paying a company for a phone I dont have if they are so painstakingly difficult to communicate with about issues their new customers are having. 

Please, for the love of God, help me rectify this and in a manner that makes the hours and hours of attempting to even reach out even slightly worth it. Get ahold of me privately so I am able to solve this issue, because I am near the point that this torturous process should be held legally accountable.

And to think I used to fantasize about using ATT, well the grass is only green until you stepp on the glass and realize it was all a charade from the get.

Accepted Solution

ACE - Sage

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117K Messages

3 months ago

You would have to go in person with your photo ID to an AT&T store to report the theft, suspend service, replace your phone, and recover your phone number.

Even though the phone is stolen, you have to pay it off. It's not AT&t's fault it was stolen.  They are still charging you for service, they will continue to charge you for service until you call and cancel and then they will send you a final bill which will include the remainder of what you owe on your phone and your last month service bill.   An agreement that you agreed to when you purchased the phone and signed up for AT&T.  

ACE - Expert

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27.7K Messages

3 months ago

Did you try to suspend your service online?  A quick Google search returned the following:

How do I suspend my service or block my device?
  1. Go to your myAT&T account overview. Sign in, if asked.
  2. Scroll to My devices and choose Manage device or Manage plan & device.
  3. Go to Options & settings and select Suspend wireless service.
  4. Choose a reason and select Suspend.
  5. Follow the prompts to suspend your service. Make sure to block your device too if it was stolen.

Keep in mind: If you have an installment balance on your lost or stolen device, you still have to pay the remaining balance. You must also stay on an eligible wireless plan during your installment plan term.

ACE - Sage

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117K Messages

3 months ago

@skeeterintexas The original poster is unable to access their account because they have no longer possession of their phone.  

Somehow taking some time off from one's job to say "I was the victim of theft last night I need to go make out a police report".  

    Logical?  

ACE - Expert

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27.7K Messages

3 months ago

Is there NO ACCESS to your online log in outside of using your phone?  Can you borrow a friend’s phone?  Do hotels still have computers in their “office centers”?  Do hotels still have “office centers”?

People today live and die with that phone in their hand.  There ARE other options aren’t there?  

ACE - Expert

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32.1K Messages

3 months ago

Stop calling AT&T and take the time and responsibility to go into an AT&T corporate store with you ID.

It is up to you to make your schedule match up, such as taking time off from work if needed.

Nobody will get ahold of you privately, this is a public forum.

AT&T has done nothing wrong because you have refused to adjust your schedule to address the issue.

Bottom line, you are accountable for going to AT&T to fix, not sit on your hands and expect them to do everything remotely.

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