Tutor
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2 Messages
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.
ATTHelp
Community Support
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231.5K Messages
6 years ago
Good afternoon @Sozin91,
It is my understanding you have a concern about account security. Your account security is important to us. I will do my best to assist you.
I believe you might be interested in adding extra security to your account. This will make it more difficult for someone to make changes on your account.
Another recommendation is make sure you have the most updated version of your anti-virus, and firewall software on your computer.
If you wish discuss this matter further, I would need to move this discussion to a more private and secure venue. Please check your forums inbox which can be found in the upper right. Respond to this message with the requested information and we will continue this discussion.
Thank you for participating in the Community Forums, and have a wonderful weekend.
Anthony, AT&T Community Specialist
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formerlyknownas
ACE - Sage
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117.2K Messages
6 years ago
That makes no sense. What you need to do is change your ATT Account password and add a PIN/passcode.
Numbersync also requires HD voice provisioning, which they could disable on your lines until they sort out the problem.
Based on how number sync is initiated, someone hacked into your ATT account, which isn’t secured with just your password.
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Chris9ann
Tutor
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3 Messages
6 years ago
I had the same thing happen to my phone this month. I received a text that my phone saying Numbersync was active. I too thought it was because of my iPad. So I didn’t do anything about it. Then a few days later I received the text from Att that my international call exceeded $400 and that they would be shutting it down. I did not even call any where international in the 20 years I have had my ATT service I have never called international.
So we were on the phone with customer service for over an hour this morning and then where they didn’t help us and so we called back to fraud services and they have opened up a case and are going to be getting back to me in within three days they said they could refund partial but not sure if they could do a full refund because it was activated by me and I did not activate any new services on a phone. Then told me that the call was made on an android we have never owned an android and only own Apple products. As of now they are investigating it and they’re going to get back to us. Did they do anything for you and have you received your bill yet?
The only two things that I could think of was how someone could hack into my phone is I had the Wi-Fi calling turned on and I take calls from my sister and my aunt on Facebook FaceTime calling I thought that always went through my regular Wi-Fi services not my ATT Wi-Fi so I am not sure if this is the case or not so it seems like with you having the same problem that someone is hacking into the phones. I am hoping they take the charges off of our bill. I feel so violated and feel anxious that someone has access to my account.
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formerlyknownas
ACE - Sage
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117.2K Messages
6 years ago
@Chris9ann
Numbersync allows a compatible device to spoof your number to make calls and texts.
According to numbersync, only compatible devices can be number synced and it uses your account login ID and password to activate numbersync.
It is not possible to numbersync two phones. It is also not possible to numbersync an Apple to an android as far as I understand.
Since the lynch pin is your ATT user ID and password, you need to lock those down. Change your password and lock down the related Email account.
I use numbersync between my ATT android phone and android tablet.
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mssdhaliwal0
Contributor
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1 Message
6 years ago
Same thing happened with me on March 16. I too received a message saying Number Sync is enabled on your line. I too thought its just new feature added by ATNT. I did not check my calls after that untill i recieved email saying your bill is ready [regular mail]. And to my surprise it says 1 need to pay $2529. Somebody used this feature and hacked my account somehow and made calls to "Chad Republic" , not sure which part of the world is this . This is so frustrating, i am waiting for last 30 minutes to reach fraud department , nobody picks up the call as well.
I would expect much better customer service from ATNT...just frustrated a lot from last night.
UPDATE: Kudos to Fraud department , they were able to fix my problem and took off all the fraudulent charges from my account.
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Chris9ann
Tutor
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3 Messages
6 years ago
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Chris9ann
Tutor
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3 Messages
6 years ago
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Sozin91
Tutor
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2 Messages
6 years ago
At&T resolved this issue by billing me $600+ and then when I called in to resolve this issue, I was transferred to the fraud department. Again. There is a serious issue with the automated system in the fraud department because when the automated system says "what can I help you with", no matter what you say you will be routed to regular customer support who is unable to help you with fraud issues. So after 4 times of failing to connect to the fraud department I was told by a customer service rep that I would be transferred to the fraud department by him personally. After 3 minutes on hold, he just dumped me onto the line because he got tired of waiting. I was waiting on that line for 1 HOUR AND 53 MINUTES.Stuck listening to the same AT&T ad over and over. For nearly 2 hours. Finally I got through to a person who was able to remove the charges. But honestly listening to the same ad over and over for 2 hours felt like being waterboarded. I would almost rather pay $600 than to have to go through that again.
For all of you who are wondering if AT&T can fix this issue. The answer is yes, but you will have to go through he ll to get your issue resolved. Which in my eyes is a massive failure on AT&T's part.
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formerlyknownas
ACE - Sage
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117.2K Messages
6 years ago
@Sozin91 I agree with your assessment. If fraud is that busy, it’s worrisome.
I noticed last week Numbersync was terminated on my tablet, I got a notice on both tablet and phone. I had to change my ATT password to sign in again, code sent to my phone as part of security. I would like to think ATT is filling the chinks in their armor.
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bryanbr0
Contributor
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1 Message
6 years ago
Currently dealing with this same situation. Somehow had charges of $987 for 4.5 hours of calls to Morocco during a 2 hour span. Now for some reason the Indian call centers you have to navigate thru tell me 'these are valid calls from your number sir'.
Now how can I make a 24 minute call at 8:17 and then make a 27 minute call at 8:19......impossible.
It's taken hours and hours to get this resolved. Fed up with AT&T.
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