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sukumars's profile

4 Messages

Monday, February 26th, 2024 2:26 AM

Account on Hold

My daughter lost her phone on a friday afternoon. she was able to put her phone on lost mode, and erase her phone remotely. I am travelling internationally, and was trying to order a new phone, even paid for the remaining installments on her lost phone, but the order got blocked. ATT customer service was useless to help me here, because they kept saying the account is on hold. I tried re-ordering the phone online, and kept getting order cancelled even after I uploaded the requested identity verification information. I even added her as authorized user and she went to store over weekend, and they can't help because her account was locked. Now, finally I one ATT person who tried to order it for me, and she said she also had problems and account is in hold by ATT Global Fraud Management and she tried calling them to remove the hold but they work only from Mon-Fri 8 am to 6 pm Central time. Duh! Which Global Fraud Management works only on weekdays?? Put the account on hold, and go away for the weekend, and let the customer stay high and dry for the weekend. Great. Here I am waiting for them to come to office Monday Morning, and see how I can clear the hold on the line, and then figure out how to re-order. Moral of the story, don't lose your ATT phone on a friday. Actual question : Anyone knows how to contact these ATT Fraud Management team (not submitting a fraud claim online etc..) over weekend? Their phones don't work. Thanks and sorry for the rant!

ACE - Sage

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116.9K Messages

2 months ago

Well the second part of this is don't try to order a phone when you're not in the country. Your IP address of your order certainly would have registered that you were not in the USA. I am not the least bit surprised it was flagged by global fraud.  

The fact that the fraud department does not appear to work on weekends blows my mind. True fraudsters do strike on Friday evening. I've seen it posted multiple times here.  So your timing was indeed truly terrible

4 Messages

2 months ago

@formerlyknownas  thanks for the response. Yes, it was terrible timing. Losing the phone on the weekend, and primary account holder outside the country.  A small nitpick. Yes my IP was outside the country, but I was using my ATT phone hotspot which was roaming attached to another carrier. I guess ATT is purely going by Geo location. ATT also knows that I am in the country I am ordering from, because they are tracking my international day pass usage, and sending me some random text messages now and then.  The other issue is I was able to add my daughter as authorized user, but still she couldn't do anything about this. I guess once the Fraud Management puts the account on hold, you are out of luck.

Community Support

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231.2K Messages

2 months ago

Hi @sukumars ,

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs.   This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact Us page (https://www.att.com/support/contact-us/) , and choose the best option to reach out to us.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.

 

Thank you for contacting AT&T Community Forums.

Hella, AT&T Community Specialist.

4 Messages

2 months ago

@ATTHelp , it is an account specific issue, but I have already called ATT customer service atleast 8-10 times in the last 48 hours, worked with more than 6-7 representatives, spending more than 4-5 hours of my holiday times with no luck from them to help me to lift the hold on the line as they also told me that Global Fraud Management doesn't work on weekends and they cannot do anything about it. As simple as that.  So, there is no point in me calling ATT until monday morning. If you think someone can help, please send me a DM, and I can provide my ATT account / Callback information, so that we can see if this can be sorted before Monday morning.  

Community Support

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231.2K Messages

2 months ago

Hi @sukumars, after reviewing your concern and trying to resolve through the Community Forums, it looks like you may need more account specific support.  To assist you best, we encourage you to review our Contact Us page: AT&T Customer Service - Phone Numbers & Live Chat (att.com) to identify what method you’d prefer to reach out for this account level help. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. We’re sorry we weren’t able to resolve your concern directly in the forums, but let us know if we can assist with anything else.

Thank you for posting on the AT&T Community Forums!
Andrew P, AT&T Community Specialist


4 Messages

2 months ago

Closing on this thread my issue got resolved ( I guess they figured they wrongly locked my line) Monday morning, as when I called ATT customer care again and placed the order it went through fine.  I still don't know why ATT locked the line in the first place over the weekend, but I am just going to go by the suggestion/assumption that it was because the order came from an international Geo location. 

Community Support

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231.2K Messages

2 months ago

Hi @sukumars, thank you for reaching out to us to inform that the  issue is been resolved. We will be glad to assist you further.

Feel free to reach out to us for any further assistance.

 

Thank you for posting on the AT&T Community Forums!
Abigail M, AT&T Community Specialist.

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