Service address changed without my permission - AT&T hacked???
My internet went down at 3am on Jan 4th, 2019. I am away but have lost all access to my home control, cameras, security systems and servers. Today marks 17 days of outage, and no one at AT&T has been able to help.
After numerous calls and chats involving many hours on the telephone and keyboard, we were able to ascertain that my service address was inexplicably changed from my Georgia location to an address in Texas with which I have no association whatsoever. Just yesterday I was on the phone for over 5 hours and spoke with no less than 12 reps. Finally a rep in the Customer Loyalty Team took up my case with empathy and attempted to get the address changed. (Apparently not just any service rep can do this.) Sadly, this morning the change seems not to have taken.
I do not know if or when this may ever be resolved, but I do believe that it needs to be brought to the attention of higher level management at AT&T. As a former employee from years back, I have always felt a sense of loyalty to the company. But in recent years, they have changed dramatically, especially after the DirecTV acquisition, into a company with the poorest of customer service.
It is not the fault of the reps, and I always try to be as kind as possible even my worst frustration, but they are not given the tools to help even if they wish to do so. (Sadly, not all do.) I am now at wit's end and need to get some attention on this problem. Coming from a background in internet security, this situation raises big red flags to me, as it appears my account may have been hacked. Essentially I have been paying for someone else's service now for almost 2 weeks!
I will very much appreciate any advice or even a private message with the best way to report this issue to senior management.