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JanayGilbert's profile

New Member

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4 Messages

Thursday, June 1st, 2023 5:28 AM

Canceled account

So I switched to AT&T, and for Mothers Day I order phones for my 5 aunts, my mom, 🙄 my brother and sister just because they aggy and myself.. so 9 phones total I paid taxes for. As I’m setting up services and speaking with agents it was promoted to add more lines and get my family members to switch.. so I took care of it. Of course I didn’t not buy all 9 at once. However, I did it a little at a time to make sure they would be here by Mother’s Day and my phone I ordered last. The day after Mother’s Day, they randomly cancelled my account and phones because of fraud. When I called and spoke to someone they said it was due to my identity. They advised me to go into the store and present my id and everything would be fine. They even encouraged me and said I could start a new account. I have 9 phones in which I paid the taxes for that can no longer be used. Most were never used. I only gave my brother his phone prior to Mother’s Day. The phone I order for myself was in transit when they closed the account. I want all my (Edited per community guidelines) money back and why would I also pay a bill for the only month that I was with ATT when I’ve paid for 9 phones and none of them can be used. I have ever order number and with the phones ordered on that order

and it was paid because each was done in person. 

ACE - Sage

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117.6K Messages

1 year ago

So did you go to a corporate store in order to prove your identity?  No?   Why?

New Member

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4 Messages

1 year ago

Yes I did, they had already cancelled my account though

ACE - Sage

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117.6K Messages

1 year ago

And....?  Of course they already closed the account for global fraud. But the point of going to the store was to prove that you really were who you said you were so they would reopen the account and you could use the phones.  What exactly happened when you went to the corporate store?

New Member

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4 Messages

1 year ago

Nah they lady from fraud was rude af and told me they weren’t gonna reopen the account but I could open a new one. 🤔 mf I just opened this one but what y’all can do is run me back all my money

Community Support

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232.1K Messages

1 year ago

Hello @JanayGilbert, we understand that this can be frustrating and not the experience that you should not have to go through. 

 

You can reach out to our fraud department to handle this issue for you. 

 

They are available at 877-844-5584 from 8 AM to 6 PM EST on weekdays. As far as a timeline on how long a fraud case will take, they would be able to advise you regarding that.

 

Thanks for reaching out!

 

Holcy, AT&T Community Specialist 

New Member

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4 Messages

1 year ago

I’m not even interested in reopening or how long the process would take, but as quickly as they closed my account with never speaking to me is as quickly as I want them to run me my money back. 

Community Support

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232.1K Messages

1 year ago

Hello, @JanayGilbert! We want to help point you in the right direction.

 

The fraud department would be the best point of contact in regard to your request for a refund. 

 

Please let us know if you have any additional questions.

 

Thank you for reaching out to the AT&T Community Forums!

 

Rachel, AT&T Community Specialist

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