AT&T Fraud Department sounds like a fraud
How does AT&T make it possible for a customer to pay all her bills, spend tons of money, but be unable to make phone calls? If you want to know more, read on! It all started with a text message asking my wife to call a number, that appeared to emanate from AT&T. I called and heard an AT&T jingle, then was told that someone had signed up for service using the same last 4 of her social and her address. When I asked who did that the lady asked the last 4 digits of her social. I thought "if this is AT&T, aren't they supposed to know that?". It looks like a phishing scam, so I asked the lady to prove me she was legitimate. All she came up with is "you called me". Yes, I called you, but I dialed a phone number received from an unauthenticated message. Then, she said the AT&T jingle was another proof. Really? How hard would it be for anyone to record it and replay it to pose as AT&T? What a ridiculous answer! So, I googled the phone number and found confirmation it was a scam, and even went to the closest AT&T store to ask about the phone number and was told it was unfamiliar and the interaction I had did not look like normal AT&T practices. So I dismissed this as a yet another phishing scam and went on with my life… until a few weeks later when my wife dialed a phone number and learned that her account had been suspended. She had to find another phone to call AT&T about that matter. According to the customer service representative, it appeared that another person had opened an account with her social security number and address, but failed to pay his bills, explaining the suspension on all accounts under that social security number. The representative sent us to the fraud department, who confirmed 2 accounts had been created by the same rep under 2 different names. She told me I probably had to go to the store to resolve this. I replied it was AT&T’s fault to have created 2 accounts, therefore it is AT&T’s responsibility to repair that mistake. She started to literally scold me, telling me that I had opened 2 accounts and this was my problem. I told her I was uncomfortable with her tone and would like to speak to her manager. At this point she sent me back to the phone system’s main menu. I felt abused but had no choice but to drive to the AT&T store where I had initially signed up for service. At the store, the sales manager told me that she could not resolve this. All she could do is connect me to the fraud department and try to assist me. Great, we just went full circle. The fraud department sending me to the store and vice-versa. To add insult to injury, there was a waiting line at the store that was over an hour, and because we are in Hawaii, the fraud department was going to close by the time we could talk to a rep. To summarize, here is a catch 22, and an impressive display of unprofessionalism by AT&T’s employees. AT&T looks like a company whose right hand does not know what the left hand is doing. We are left with a phone that we cannot make phone calls with. What did we do wrong? Choose AT&T!