ATT needs to take some responsibility for opening fraudulent accounts
AT&T Mobility ...
My husband and I have been loyal customers for decades now and continue to pay our bill on time and in full. You failed us. YOU, yes YOU allowed somebody to open an account in my husband's name using a false identity. You completely accepted the false identity and did not red flag it in your system. Since we have an account with 3 phones already, don't you think you could have questioned the fact that someone is opening an account in Nevada for 4 more phone lines with his name and address in Connecticut???
YOU, yes, YOU accepted a fake drivers license and YOU, did not red flag anything. Perhaps you need better methods for checking identity? I consider this a failure on your behalf.
It took me calling you to find out why we have been signed up for mobile phone insurance for phone numbers that we do not own. You assured me that it was just a mix-up and not to worry!!!! In fact you blamed Asurion insurance and they blamed you for the mixup.
The following week we receive a threatening letter saying that you will terminate our service because we have not paid a huge bill for those very same accounts.
We then talked to your fraud department. When we asked what YOU were going to do about the situation, you told us nothing but cancel the fraudulent accounts. Shouldn't YOU be paying for ID protection for us for the next couple of years at least???
Why didn't you red flag the mess at the beginning and contact us immediately? I think you need to upgrade your software. This could have been stopped and turned over to the authorities. You know.....You certainly have our contact information! Heaven forbid I go over my cellular data plan for the month without you contacting me 5 times through email and mobile.
To make matters worse, after you say you have canceled the accounts, we receive a postcard in the mail telling us that we are no longer receiving paper statements for the fraudulent account.
Oh, but now I remember, you said that accepting stolen information was not your responsibility. Of course I understand....NOT!!! As a major corporation you need to take some responsibility and take care of your customers. I recently received my bill for our legitimate account with an insert talking about customer happiness and some award that you have won. Be clear on this....we are not happy!