BEWARE: AT&T doesn't know how to resolve their Numbersync fraud issue
I received a series of texts the other day letting me know that Numbersync had been added to my account. I figured this was a new feature that was added and would allow my ipad to make calls so I didn't think anything of it. This morning I received a text saying that over $400 in international calls was made on my account and that I had to call in to avoid my services being shut off. After 30 minutes on hold waiting for a customer service agent to transfer me to the fraud department, my call was connected. I explained my story and was told that I needed to turn off wifi on my iPhone and she removed numbersync from my account. She then told me I had to keep my wifi off for 24-48 hours or the hackers could rack up more charges. I asked if I would be notified in that time frame that it was safe to turn wifi back on. She said no. So I asked, what if I turn on wifi after 25 hours, or 36 hours, am I safe then? She said she doesn't know and that AT&T doesn't really know how to fix the issue, that is just what they are advising them to say to customers.
I said that I need wifi on my phone, because I use a lot of data and if I have to use my data plan it will end up costing me hundreds of dollars in overage fees. She said you don't have to keep wifi off but because you said that, I am notating on the account that I advised you to keep wifi off for 24-48 hours and that you are now responsible for any charges that are made after this point.
So AT&T adds a feature that I don't want. It is hacked through no fault of my own. And they can turn off the feature but not permanently disable it so it can be turned on by anyone in the future (which is what they did last time). And as part of their "fix" which as of this moment they don't know if it will even work I am unable to use my device that I spent over $1000 on for anywhere between 24-48 hours. And since I questioned the logic of their so called "fix" because that rep put a note on the account I am now on the hook for all fraudulent charges from this point forward. And the kicker, they can't even remove the charges from the account until they actually show up on the bill. So I have to wait for a bill to be generated, then call back in, spending more time on the phone, to have the charges removed.
I don't understand how this is an acceptable way to treat a customer. It is scary enough when fraud happens to you and you are charged hundreds of dollars. But to then say that I am now responsible for any fraud that happens on my account for merely asking a question is just mean and insensitive. I have never been so let down by a company before in my life.