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Sat, Sep 19, 2020 2:06 PM

American Express phone number blocked by plan? Couldn't call their customer service

I had to call American Express about a charge on my card, and when I tried to call their customer service line I got an automated recording from AT&T saying the phone number was blocked by my "plan".  I am assuming this is probably because scammers have spoofed their phone number and people reported it, but I need to call American Express sometimes and this is obviously problematic.

 

Can someone please explain how to go about getting this unblocked?  Also, I tried to get through the automated AT&T phone maze to speak to someone and after 15 minutes of frustration, I could not for the life of me be transferred to any real person.  Horrible!

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Brand User
ATTHelp

Community Support

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136.2K Messages

a month ago

Hey there @lisadebus!

 

Let's look into what could be going on with your inability to contact that specific phone number. We want to know more about your experience.

  • Are you able to successfully place a phone call to any other number?
  • Do you have AT&T Call Protect on your device?
    • If so, it's possible to unblock a number on the Call Protect app:
      1. Tap the Blocked Icon at the top (Red circle with the slash through it)
      2. Find and tap on the call that was blocked. You'll get a Call details screen.
      3. Select Unblock.
    • Note: If a call is auto-blocked as fraud, adding the caller to your address or contact list won't unblock the caller.

If you still need assistance we recommend chatting with a representative here. Simply scroll to the bottom of the page and select the Chat button to begin your session.

 

Hope this info helps.

 

Lar, AT&T Community Specialist

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