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Wednesday, March 11th, 2015 3:59 AM

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Online account hack - fraud via AT&T Next- Fraud department wouldn't speak to me about the account.

Our account was hacked, I received a text from AT&T that our billing information had been changed.
I verified online that the address and email address were changed and we didn't do it. I then called customer service, the lady was very nice.
She said she was changing the address back. I asked her to see if any additional changes had been made to the account, because I was worried about it and we had not made any. She looked and told me that contracts were signed online that week for two lines. Someone online ordered two iPhone 6 phones and had them ship to the "new address" on the account.She then informed me that I needed to talk to the fraud department.
I was then transferred to the fraud department. I told the fraud dept. lady what had occurred, and she informed me that since the account was in my husbands name she could not discuss anything with me. I explained that my husband was out of the country, she told me again that she would not discuss the account with me.
I asked her if there was a way to make sure no further fraud could take place, anything that could be done. She told me to call customer service again, and add a passcode. After that call with the fraud department, I logged back in, and was shocked to see that none of the address or email changes had been entered.
I changed the information back, and then had a passcode added.
It occurred to me that the orders could be tracked online, so I went looking at them. I reviewed the FedEx tracking information. One phone had shipped and the address was a mismatch, so it was being returned to AT&T. The second phone had just been picked up by Fedex. I called customer service again. I explained the situation, and asked if they could contact Fedex and reroute the shipment back to AT&T. The very nice lady told me I needed to talk to the fraud department. I pleaded with her, explaining that they wouldn't speak with me, and I just want to make sure that this criminal didn't get the phone. She understood, and asked to place me on hold, so she could see what she could do. I agreed. She came back a few minutes later. She had found that the first phone had been returned, and she was able to reverse the upgrade on that line. She told me again that we needed to talk to the fraud department. She told me she knew they wouldn't talk to me, so she was going to speak with them about it. After holding for more than five minutes she returned to say that she couldn't get ahold of anyone in the fraud department, they were very busy today. She then placed me on hold one last time while she contacted FedEx to see what she could do. When she returned, she had reroute do the shipment back to AT&T, and was in the process of reversing that upgrade as well. I would like everyone to know what an outstanding job the three ladies of the customer service department did on this.
My issue is with the fraud department. AT&T next program made it easy for a hacker to steal a new phone and not pay anything, sticking the account holder with a monthly phone payment. How is it a complete stranger criminal can hack my account, change everything about it, order new phones... And the Fraud department won't talk to me about making it right. I am an authorized user, I can make changes and buy phones legally on the account. The woman in the fraud department was rude about it, identity theft is traumatic and being told you can't even talk to them about it is Unacceptable. They made a note on the account that I callled about a fraud. My husband won't be back until Friday. He will be calling the fraud department to make sure this is completely handled.
If not for the very helpful customer service department, the 128GB iPhone 6 would deliver tomorrow to the hacker criminal. I am very frustrated, and want it noted for anyone with this issue in the future, that they aren't the only person that account fraud happens to and what I had to deal with, so maybe they can help AT&T act more quickly and keep new phones away from criminals trying to steal them.
Make sure to add a passcode and change your password often.

Contributor

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1 Message

8 years ago

I had someone buy a phone off my ATT account as well.  Took two hours to reach the fraud department who then told me "We cannot cancel this irder until it gets to the warehouse, but We assuer you it wll be cancelled. "  It was not cancelled and the phone was delivered to the hacker. I am not at all convinced theat they are not going to be able to activate the phone.  NOTHING the fraud department has done has inspired confidence or made me feel that they want to slove my problem or stop the hacking.  The chat is tied up, the business hours are short, the waits are too long and the answers are unacceptable.

Contributor

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1 Message

8 years ago

It gets better...I haven't had a wireless acccount with AT&T for 10 years but someone hacked my email account and added an iphone to my cart. They were unable to complete the transaction but the attempted order shows up on my screen.  I have had AT&T support reset my password, passcode and personal questions 4 times but after each time the account information is changed again. I can't get any of their support staff to even take this seriously even though I forwarded them all the emails I received regarding password and passcode changes on my account.  Today I was told "we don't have a fraud department, all we can do is help you reset your password, if your account is hacked you should disable that email account".  Imagine that, no fraud department, what a joke of a company

ACE - Sage

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116.6K Messages

8 years ago

@not4u2no

 

Then you should disable the email account and use gmail.  Gmail has a feature called 2 step verification which prevents anyone from accessing your email on a new device.  It also checks all devices using your email so you can remove unauthorized devices.    I did this for my yahoo and gmail accounts and it's been a life saver.

 

https://www.google.com/landing/2step/

 

 

Contributor

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1 Message

8 years ago

I need to report fraud on my phone number my brother and his girlfriend r hacking my account [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

ACE - Sage

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116.6K Messages

8 years ago

Your ATT account has a password and passcode.  Change them both and don't give them out

 

If you made one of them and authorized user, remove the privilege online on your account.

 

Hack prevention is pretty basic stuff.

 

 

New Member

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3 Messages

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He recently helped my friend in USA with credit fixing and score boost. He is really good.

Contributor

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1 Message

8 years ago

Same thing happened to us yesterday--somebody canceled our SIM cards, paid off our phones (probably with a stolen credit card), and charged at least four iPhones to our account to a tune of over $3,000. We are currently working with AT&T to get it resolved. This is ridiculous!

ACE - Sage

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116.6K Messages

8 years ago

It he FTC has information on what to do if you're the victim of  identity theft.  

https://www.consumer.ftc.gov/features/feature-0014-identity-theft

 

Please note the first thing you are supposed to do is report the local police.  Once there is a police report, ATT and any other company will take you seriously.  You will have tons of information to help recover your name and credit.

 

 

Contributor

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3 Messages

8 years ago

We did all this, reported to the FTC, police, credit bureaus, and everything else that was asked, but just get a response that AT&T's "thorough" investigation determined no fraud took place. All of the other companies where her information was used closed the fraud investigations months ago and determined we aren't at fault. Ridiculous to think that my wife with her perfect credit and payment record would try to pull a stunt like this- but it doesn't matter to AT&T, we're just a number. What's my recourse now? What more can we do, when we've provided everything?

ACE - Sage

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116.6K Messages

8 years ago

@Londberg21

 

If you have police reports and credit bureau information it should be more than enough to go back to ATT.

Since I don't know what happened I can't speculate why ATT is still holding your wife responsible.

Can you add some details?   It might might help in suggesting a next step in getting this fixed.

 

BTW the weak link is usually the email address.  A thief hacks your password and then has access to every account related to the email.  iTunes, bill payment, etc.  I have 2 step authorization on my yahoo and gmail to prevent any login without a code, sent to my cell phone.  

 

 

Contributor

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3 Messages

8 years ago

Because the thief used her information, address, everything (it was purchased at a retail location inside target). I don't know enough about AT&T's investigation process to know what they uncovered, but the phone was purchased in person at a target retail location, so I'm guessing they had an ID with her name on it? It was just before Christmas, so maybe the associate wasn't checking close enough or the forgery was a strong one. Feeling pretty helpless here, considering taking all of our business (two phones on my name, directv, Internet) elsewhere because of the way she's been treated like a criminal by every fraud specialist she's a spoken to.
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