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2 Messages

Sunday, July 10th, 2022 5:47 AM

Fraudulent Att chat

AT&T Company Chat Transcript
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Reference Number: 16574287769425295
DATE/TIME: 2022-07-09 11:52:24

*Your chat transcript:*

Good morning!
Sunday 12:18 AM

[AT&T] : Hi, I'm your AT&T automated assistant. How can I help you today?

[Me] : Reset my network 

[AT&T] : So I can get you the right info, what service are you asking about?
 - AT&T Internet
 - DSL

[Me] : Cell phone network 

[AT&T] : For this request, I can help you with these services:
 - AT&T Internet
 - DSL

[Me] : Representative 

[AT&T] : So I can get you the right info, what service are you asking about?
 - AT&T Internet
 - DSL

[Me] : Mobile 

[AT&T] : For this request, I can help you with these services:
 - AT&T Internet
 - DSL

[Me] : AT&T Internet

[AT&T] : Choose a topic to chat about:
 - Billing, usage, plans & equipment setup
 - Payments
 - Shopping
 - Order status
 - Moving or changing service
 - Troubleshooting & repairs
 - Sign-in help

[Me] : Representative 

[AT&T] : Choose a topic to chat about:
 - Billing, usage, plans & equipment setup
 - Payments
 - Shopping
 - Order status
 - Moving or changing service
 - Troubleshooting & repairs
 - Sign-in help

[Me] : Troubleshooting & repairs

[AT&T] : Thanks for that

[AT&T] : Before we can move on let's get you signed in so that I can best answer your questions or get you to the right place.

[AT&T] : We'll chat more after you sign in!
 -  Sign In

[Me] : Sign In

[AT&T] : I'm opening a window for you to sign in

[AT&T] : Thanks for that

[AT&T] : Before we can move on let's get you signed in so that I can best answer your questions or get you to the right place.

[AT&T] : We'll chat more after you sign in!
 -  Sign In

[Me] : Sign In

[AT&T] : I'm opening a window for you to sign in

[AT&T] : Thanks for that

[AT&T] : Before we can move on let's get you signed in so that I can best answer your questions or get you to the right place.

[AT&T] : We'll chat more after you sign in!
 -  Sign In

[Me] : Rep 

[AT&T] : So I can get you the right info, what service are you asking about?
 - AT&T Wireless
 - DIRECTV
 - U-verse TV
 - AT&T Internet
 - DSL
 - AT&T Digital Phone

[Me] : AT&T Wireless

[AT&T] : Choose a topic to chat about:
 - Billing, usage, plans & device settings
 - Payments
 - Troubleshooting & repairs
 - Sign-in help
 - International support
 - Shopping
 - Order status

[Me] : Troubleshooting & repairs

[AT&T] : Let me try connecting you with someone who can get you the help you need.

***Unable to connect***

[AT&T] : Looks like chat is closed, so I can’t transfer you to an agent.
Try chatting again during these hours: 
 • Saturday through Sunday, 6 a.m. to 10 p.m. CT.


[Me] : Rep

[AT&T] : So I can get you the right info, what service are you asking about?
 - AT&T Wireless
 - DIRECTV
 - U-verse TV
 - AT&T Internet
 - DSL
 - AT&T Digital Phone

[Me] : AT&T Digital Phone

[AT&T] : Choose a topic to chat about:
 - Billing, usage, plans & equipment setup
 - Payments
 - Shopping
 - Order status
 - Moving or changing service
 - Troubleshooting & repairs
 - Sign-in help

[Me] : Sign-in help

[AT&T] : Let me try connecting you with someone who can get you the help you need.

***Connected to live agent***

***Ethan is here to help!***

[Ethan] : Hi!  My name is Ethan.  I'm happy to help!   Let's get started.

[Ethan] : Can I get your name please?


[Me] : Kris 

[Ethan] : Hi, Kris.

[Me] : Yo

[Ethan] : I understand you need assistance with need to reset your mobile network. Just to set your expectation, you have reached the Sign In support team and we handle log in issues. I can help you by partnering with our Technical Team. First, I will be asking questions to validate the account. Do you have any issues logging in to your online account that I can assist?


[Me] : I can’t sign in 

[Me] : I’ve changed my password 5 times 

[Me] : Keep getting error codes

[Ethan] : I can help you sign in now that you are with the logins team.

[Ethan] : I understand how important it is to access your account and I hear you on this. No worries, my ultimate goal is to offer you a 5 star service so I will do my best and make this quick and easy! I can help you with that!


[Ethan] : First, I am going to ask you a few questions and take you through some troubleshooting steps to help resolve your issue with your account access.


[Ethan] : To ensure that we will be on the same page. What service are you trying to access online - is it Wireless cellphone, DIRECTV, Uverse Internet, HBO Max, DSL, Landline or EMAIL?


[Me] : Witekess

[Me] :  Wireless

[Me] : Cellphone 

[Ethan] : Thank you.

[Ethan] : Can I have your phone number or account number please?

[Me] : [EDITED per Community Guidelines]

[Ethan] : Thank you.

[Ethan] : Can you please share the User ID that you are using for the account?


[Me] : [email scrubbed]

[Ethan] : Thank you.

[Ethan] : Please tell me exactly what you experienced when you attempted to access/reset your account. 

[Ethan] : What error code or message did you receive?

[Me] : I didn’t write it down.  It was two error codes 

[Ethan] : Thank you. Hold on please.

[Me] : I’ve changed my password 5 times 

[Ethan] : May I know what browser are you uisng please?

[Me] : safari 

[Ethan] : Thank you for your efforts.

[Me] : Aren’t we outside the hours of chat?

[Ethan] : We are still open since we are still here assisting our valued customers.

[Ethan] : The most common fix to this is clearing cache and cookies. Have you tried to clear cache and cookies on your browser already?


[Me] : I think my account is compromised 

[Ethan] : I will have to check on that.

[Me] : I have been trying to log in on two SEPerate Devices 

[Me] : So it’s not the cookies 

[Ethan] : Were you able to reset and set up new password?

[Me] : Yes, several times 

[Me] : Then upon sign in I get the error 

[Me] : on BOTH devices

[Ethan] : Thank you for your efforts, let me check on the account. This is the first we got this kind of issue. I will also check with our IT team and let them know what is going on.

[Me] : The first, really?  

[Me] : I find that hard to believe 

[Ethan] : I mean witn this kind of issue with password being reset but still gets an erorr using different devices,

[Me] : In all the years and all the accounts, a first?  Lol

[Ethan] : Kris, I understand what you mean but what I am trying to say is for today's issues.

[Me] : I have had issues with my account gif a long time now 

[Me] : It’s been issue after issue!  My account is compromised and it’s lead to access to my phone 

[Ethan] : I understand and I am basing on your error today. I apologize.

[Ethan] : Please stay online as I am waiting for the update from our IT team with regards to the issue online.

[Me] : Which account are you looking into?

[Ethan] : We are only looking at your wireless account and your User ID since this is the one you are having issue with.

[Ethan] : Rest assured that you have me here and I will make sure to use all our resources to get this resolved. I also have my supervisor here monitoring this chat. 


[Me] : What’s the supervisors name?

[Ethan] : My supervisor's name is David.

[Me] : And do you, either if you have an identification number to reference later?

[Ethan] : Yes I do. Hold on please and for your reference number one moment please.

[Ethan] : Here is my Identification number: TY6S9X8

[Ethan] : Here is your reference number: 5472545118673184958

[Ethan] : I know you already invested your time to fix your login issue and we are willing to help you.

[Ethan] : To ensure that you will be getting the best resolution, let me involve my supervisor over. Can you stay on the chat while I get my supervisor to assist further? 


[Me] : Sure.  What’s a phone number in case we are disconnected 

[Ethan] : Sure thing. Hold on please.

[Ethan] : Please contact us @ 1-800-288-2020

[Ethan] : Please Stay online while I connect you to my supervisor. Thank you. 


***Ethan transferred chat to David-Supervisor***

***David-Supervisor's here to help!***

[David-Supervisor] : Hello, my name is David-Supervisor. I noticed that you were chatting with another representative. Please give me a moment while I review your previous interaction.

[Me] : Well, it seems I did a reverse look up gif the number you provided and it’s fraudulent 

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Accepted Solution

Official Solution

ACE - Expert

 • 

64.7K Messages

2 years ago

Well, then whatever reverse lookup site you used was wrong. 1-800-288-2020 Is ATT’s main customer support number, it is not fraudulent. 

Community Support

 • 

231.3K Messages

2 years ago

Hello @MetcalfK832, we can shed some light on your chat. 

As stated by @sandblaster, the 1-800-288-2020 is the Customer Service number for all things AT&T. You can find other support options on our AT&T Support page

If you have any additional questions please feel free to reach back out to us. 

 

Crystal, AT&T Community Specialist 

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