New Member
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3 Messages
Phone Reported Stolen/Blacklisted
I bought my phone a month ago through AT&T. It was reported stolen- NOT by me. I repeat, I DID NOT report my phone stolen. I'm the only person on my account. My phone is blacklisted and no one will give me any information. I contact customer support and the keep telling me they've marked it high priority and it'll be done by the end of the day. I call, they say they can't help because they've done all they can do. I went into the store and they say contact customer support. It's been 4 days and still nothing. Everyone is just telling me they can't help me. I leave town in two days and I'm a nervous wreck thinking I won't have a phone to contact anyone if I need help or get lost.
I have filed a complaint with the FCC and haven't heard anything.
I feel so very, unbelievably defeated and I have no idea what to do. All of the forum posts about falsely blacklisted phones have not had any final solution. I just need some help. I feel like no one is listening to me.
OttoPylot
ACE - Expert
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20.7K Messages
3 months ago
Which kind of store? An Authorized AT&T Retail Store or an AT&T Corporate Store? That could be why you were maybe re-sold a blacklisted phone.
Filing a BBB complaint would be the way to go. FCC complaints go to the same place in AT&T (Corporate), both of which will generate a response from the Office of the President and you will get a call back. Hopefully they can straighten out the issue. Maybe it's as simple as a typo on the IMEI number. BBB complaints are usually a bit quicker because there is less paperwork for AT&T to go thru but either one should only take a couple of days to respond once they receive it.
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bullllschmidt
New Member
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3 Messages
3 months ago
I bought it through the website, so I'm assuming it's corporate? I was told that the BBB won't do anything, but I'm sure it couldn't hurt. Thank you for taking the time to reply, it means a lot. I will try filing with the BBB right now.
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OttoPylot
ACE - Expert
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20.7K Messages
3 months ago
Hmmm, if you purchased it directly from the legitimate AT&T website, and have all the documentation, then absolutely file the BBB complaint. Hopefully it's just an IMEI typo.
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bullllschmidt
New Member
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3 Messages
3 months ago
Hi, I just wanted to give an update for anyone who experiences a similar issue.
Unfortunately, I don't have a clear cut answer for anyone facing the same problem. I filed a fraud claim with AT&T (with advice from the AT&T workers at a local store), a claim with the BBB (with advice from @OttoPylot-- thank you!), and a claim with the FCC (based on other forum posts). I also spoke to multiple online customer service reps (maybe 10 or 11 over the four days-- two of which seemed to actually care), and one over the phone, who couldn't give me any information. The FCC e-mailed me back the next day, stating they had contacted AT&T, and within minutes my service was restored. I'm not sure which avenue worked, to be quite frank. I think the key is persistence and patience.
Update: Never mind. Not working again.
(edited)
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