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coppertop12's profile

Tutor

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4 Messages

Fri, Jul 6, 2018 7:13 PM

Will a Cusomer Support Representative Ever ask for your Credit Card and other Info over Chat?

I am an AT&T internet customer, and I pulled up the website and started a chat to ask about a charge on my account. They answered my questions very thoroughly, and then offered to save me money by signing me up for a 'Free' trial of Direct-TV, for which I would pay $30 a month for three months, and then receive a $20 discount for the next 9 months on my bill. Sounded great, if a little weird, but then they asked me for the following:

 

*Name Excluded*: Please tell me your Card Details :-
Card number-
Card holder name-
Expiry date-
Security code-
Zip code-

 

I got concerned and left the chat shortly after saving a copy of our conversation. I was just wondering if I avoided a scam or missed a good deal?

Accepted Solution

Official Solution

JefferMC

ACE - Expert

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29.9K Messages

4 y مضت

Maybe it should be restated that "an AT&T Representative will never legitimately request your Credit Card information in chat.  That is against AT&T policy and you should refuse to give it.  AT&T asks that your report any such occurrence."

 

ATTHelp

Community Support

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200.5K Messages

4 y مضت

Hey @coppertop12, that sounds very strange, and I’d be more than happy to answer your questions.


I would like some clarification from your end – do you have the link to the website you went to?

Can you provide pictures of the chat?


This is our DirecTV website where we show all available promos, so if was a different website than its most likely a scam.


Mihai, AT&T Community Specialist

Tutor

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4 Messages

4 y مضت

Here is the Website:

 

https://www.att.com/esupport/

 

I did not take any pictures of the chat. I just copied the text from when I was asked personal info. 

 

I went on the website again today and saw the following message in the chat window when you click "Payments", I now am almost 100% sure I avoided a scam. 

 

"We're here to help but we can't take payments in chat.

Don't worry. You can pay in myAT&T at no charge."

 

sandblaster

ACE - Expert

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59.9K Messages

4 y مضت

It sounds like the chat agent was selling you DirectNow, the streaming service, not Directv the satellite service. Not sure if chat agents are allowed to do that or not but signing you up for a new service and putting it on autopay is not the same as taking a payment.

Tutor

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4 Messages

4 y مضت

You are correct. It was in reference to DirecTV Now, not the satellite service. Here is a description of product I was sent in the chat:

 

*Name Removed*: If you have trust on my words you can check that later as well 🙂
*Name Removed*: I have a great bundle deal for you. I can get you 100 Mbps for $50.00+taxes for next 1 year with 1 year contract. With this, you will also get three months subscription of our new streaming service “DIRECTV Now”. It will charge $10.00+taxes per month for first three months. Payment of $10.83 will be required today for this deal. This is first month charge for “DIRECTV Now. If you like this service and wish to continue after three months then you can continue that for $35.00+taxes or you can cancel that after three months. There is no contract on “DIRECTV Now” so there will be no charge for cancelling that. You will get “live a little” plan for “DIRECTV Now” 60+ channels with this deal. U-verse services will be fixed at $50..00+taxes for next 1 year.
*Name Removed*: You can cancel this service after 3 months and your price for internet will be $50.00+ taxes and fees so only for first three you will have to pay $60.00 and then you can pay $50.00+ taxes and fees.

ATTHelp

Community Support

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200.5K Messages

4 y مضت

Top of the morning @coppertop12,

Let me clarify with the provided info that you’ve given me and what I was able to research:


The website you linked was indeed an AT&T run website, however with that being said, AT&T will never ask for account information via chat like that.

 As stated in the chat window “We can’t take payments in chat.” but you can make online payment via myAT&T.
I hoped that helped clarify what was happening.

Mihai, AT&T Community Specialist

Tutor

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4 Messages

4 y مضت

An AT&T representative did in fact ask for that info, and it concerns me. Based on research I have done, it seems that scams have been run through the AT&T chat service before, and hundreds of people who were less paranoid than I about sharing personal and credit card info with a supposedly trusted company were scammed. Perhaps AT&T should be more paranoid about outsourcing their customer service. 

 

I will accept a random solution as I do not believe this problem will be solved anytime soon. Thanks everyone for your effort and replies, especially AT&T employees, who have to work twice as hard to make up for the bad apples. 

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