Teacher
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14 Messages
Employee Fraud - unauthorized removal of three 12-year-old grandfathered unlimited data plans
Can someone help me?
Two days ago, an ATT chat representative REMOVED ALL THREE OF MY 12 YEAR-OLD GRANDFATHERED UNLIMITED DATA PLANS without my knowledge or authorization, and replaced all three plans with 300 mb data plans. ATT is indicating "they wish they could add back the plans, but once the plans are removed they cannot be reinstated." After seven long hours talking with nine ATT representatives over the last two days from the Combined Billing area, Retention area, and Fraud area, I pieced together what happened. Two days ago, I asked an ATT chat representative to remove a "WIFI Calling Assist" feature from an unrelated phone in my family plan. Within seconds of completing the request, the employee (unbeknownst to me) removed three grandfathered unlimited data plans and a fourth 200 mg plan attached to phone with the WIFI Calling Assist feature. By all appearances, ATT employees can make sweeping changes to multiple data plans in an instant without prior evidence of customer approval. There are no apparent controls in place to prevent this type of employee error which means it could happen again, all day, any day, to anyone. Why would an employee do this? A manager at ATT I spoke to yesterday speculated that this employee may have been trying to meet performance quotas. Coincidentally, I also did not receive an automated message notifying me of the data plan removals, but I did receive an automated message confirming the WIFI Calling Assist removal. I discovered the data plan removals within minutes of logging back into the website to confirm the WIFI feature removal. Sadly, there has been no transparency from ATT on what occurred. ATT is also not able (willing?) to share the chat transcript which I am confident will clearly indicate that I DID NOT REQUEST ANY CHANGES TO MY DATA PLANS.
ATT's Fraud area does not investigate employee fraud. The Fraud representative suggesting I contact the President's office if the Retention area does not quickly reverse the employee error and reinstate all four data plans.
If anyone reading this post is an ATT employee, could you please let me know your thoughts on the best course of action to accomplish a reversal of this employee error and reinstatement of my grandfathered unlimited data plans? I want to believe that a huge company specializing in electronic communication will reverse its own error in electronic communication. If not, the company itself may be complicit in that error.
formerlyknownas
ACE - Sage
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105.4K Messages
5 years ago
Since this is not an employee forum, you unlikely to get an employee here. The community is customers.
ATT can usually reinstate plans removed in error, but it’s not instant. Your going to have to be patient and keep calling them to check on progress.
How or why it happened:
Well..... My first thought is why the heck are you asking them to reprovision your account in order to remove a phone feature? And what feature are you asking to remove?
”Wifi calling assist” does not exist.
There is “Wifi calling”. The ability to make calls over a Wifi connection when cellular is not available. Handy as it can be used while traveling to avoid roaming charges.
OR
“Wifi assist” which allows Apples iPhones to use some cellular data when Wifi is weak so that performance is not affected. This is not an account feature and has to be turned off on the phone.
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sandblaster
ACE - Expert
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62.9K Messages
5 years ago
Keep trying, they can and will restore your old plan. If you get nowhere with the phone reps, contact @ATTMobilityCare via private message. However, you really should look at the new unlimited plans. With 3 lines on the grandfathered plan, you are probably paying much than the new plan would cost plus the new unlimited plus plan offers free Canada and Mexico roaming, free HBO and hotspot.
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sandblaster
ACE - Expert
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62.9K Messages
5 years ago
@lizdance40 If you look at the features listed on each line, you will see WiFi calling listed so I guess it is something you could ask to be removed though I don’t know why anyone would want to. Like WiFi assist, just turn it off on the phone. Besides, even if removed, it would be readded if the phone turns WiFi calling on. I don’t think it is possible to permanently block that feature.
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formerlyknownas
ACE - Sage
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105.4K Messages
5 years ago
@sandblaster
Wifi calling is listed, but Wifi assist is not. Wifi assist is strictly on the phone
I also can’t imagine any reason to remove Wifi calling from a line.
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ox1959
Teacher
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14 Messages
5 years ago
Most importantly, I am concerned about what has occurred with this employee fraud. Permitting any employee to remove multiple plans without any consent is an illegal activity and any of us could be affected at any time. The fact that ATT has not immediately rectified this situation by reviewing the chat transcript is alarming.
I will try to reach out to the contact you suggested.
Thank you.
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ox1959
Teacher
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14 Messages
5 years ago
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MicCheck
ACE - Expert
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12.9K Messages
5 years ago
How AT&T handles the employee is, to be blunt, none of your business. If AT&T wants to give the employee the benefit of the doubt that this was an honest mistake, then you can't do anything about it.
You're right that any of us can be affected at any time, but the overwhelmingly vast majority of us will not be. I know that's small consolation to you, but must AT&T employees are honest, hard-working individuals who want to do the right thing by helping customers and following AT&T's policies. However, they are human. They might make a mistake, but if that happens too often, they'll be unemployed. There are dishonest people, but they're eventually going to be found out and also be out of a job.
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ox1959
Teacher
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14 Messages
5 years ago
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sandblaster
ACE - Expert
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62.9K Messages
5 years ago
To send a private message, click this link: @ATTMobilityCare. This will pull up their profile page, on that page click the “send message” link.
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ox1959
Teacher
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14 Messages
5 years ago
truly horrible.
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