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Contributor

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1 Message

Mon, Feb 12, 2018 5:44 PM

Fraud - someone ordered iPhone using my account

About a week ago, I called up AT&T the moment I got an email about someone changing my personal details on my account. It turns out the change was made from an Apple store in another state and the person changed the address and name on my account. I reversed the changes and changed my security codes, and figured that the problem was solved since I didn't see anything about a phone being ordered. The AT&T rep also told me that nothing else was done on my account and they have annotated that the account was fraudulently accessed.

 

The next day, my phone loses network connectivity. I call AT&T again and it turns out my phone was deregistered from the account and a new phone was added to it. I inform the rep that my account was hacked someone must have ordered a new phone on my account. I still never got any notification of an iPhone order on my account so I figured I would try to stop them from receiving it. The rep tells me that I need to call the Fraud department. Over the next four days, I spent nearly 10 hours on hold in total and did not get to speak with anyone. During this time, I finally get billed for the phone.

 

Today, I get new notifications that someone has added a new authorized user to my account and that I am now locked out of it. I have now called AT&T three times and each time they transfer me to the Fraud department. I even went to an AT&T store and they couldn't help me. I have  changed my access code and password multiple times, and told AT&T about the fraudulent activity early on, and yet they have done nothing about it.

 

Is there anything else I can do? Can someone here please help me with this situation?

Responses

Brand User
ATTHelp

Community Support

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136.2K Messages

3 years ago

Hello @kennyling


I regret to hear of the suspicious activity on your account and I’m glad you have been in touch with our Fraud department.


There are some basic steps to secure your account, such as changing your password, resetting your passcode, securing your device and personal information, and reviewing security options for your accounts.


Truly, once your account has been compromised,  the only way to get your situation completely corrected is to get you back with our Fraud department. They are specialized to take care of these situations.


Thank you for reaching out to us. I hope your account concerns will be quickly resolved with our assistance.


Heidi, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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2 Messages

I was scammed and frauded, someone hacked into my account and charged 9 expensive phones with in a few days, back in late September 2019.
It's a long story although I need to know how to go through Arbitration with ATT to get my account straight up and the funds that I'm out returned.
Leland Pollock

Contributor

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1 Message

2 years ago

Did you even read the post?  Just like the rest of your costumer service agents you don’t even listen. They said they weren’t able to talk to anyone. Everytime I speak with att they think the problem has been solved. Unbelievable. 

Tutor

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2 Messages

2 years ago

I just had the same thing happen to me.  They ordered two of the new iphone XS Max iphones ($1099 each) and billed the $256 in sales tax using BTM Payment Method (Bill to Mobile).

 

AT&T has serious loopholes in their system.  If they get rid of the Bill to Mobile payment method, hackers will have to pay the sales tax out of pocket and they won't even bother at that point.  AT&T has made it super easy for these guys to get away with the scam.  In my case they even managed to get the shipping address changed to another state (Tennessee) (I can't even get them to deliver phones i order to anywhere but the primary account holders address, so i'm not sure how they were able to manage that.   Moreover, AT&T allows people to login to accounts using  phone numbers instead of requiring a username.   Anyone with your phone number can therefore reset the password.   

 

Scammers are shipping these fraudulent orders to low traffic buildings/houses and tracking them the entire time.   Once delivery is imminent, they camp outside the building and wait for the UPS/Fedex guy to leave the package on the porch.  If a signature is required they simply sign for it using a fake name.    

 

Here is the direct phone number for the fraud department.  Don't waste your time with regular customer support  1-877-844-5584

Ask them to add passcode authentication to every login and change your username and reset questions. 

 

AT&T needs real 2 factor authentication systems which texts a random number to the line being upgraded like every other company employs.  Hackers cannot intercept texts.  AT&T also needs to add a way to disable financed upgrades if a customer should request it. 

Tutor

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3 Messages

2 years ago

Hackers can intercept text messages with a cloned phone and spoof it with your number and they will get text message and you wont very easy to do they need to utilize google authenticator or some other fome of authenticator as these are unhackable number change every 15 seconds 

Tutor

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3 Messages

2 years ago

I totally agree with you att act's like this isn't a problem with ""THERE"" security the need to add another form of authintification and they need to address the issue being an internal problem on there side they are compromising people info like adress people waiting around your house to get this package so wrong for them not to fix this problem as its still happening till this day

Contributor

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1 Message

2 years ago

This is how I feel! Similar situation with the fraud. I called them and they treated me like it’s all my fault. Oh and I should mention I had to call them twice because the first time they didn’t listen and had no record of my initial call. I’m canceling my service as soon as my contract is finished. Worst company ever 

Contributor

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1 Message

2 years ago

Almost a year of having all of our phone numbers hacked and dozens of phones later, multiple account user id's that are not ours and we have no control over, many trips to the stores and calls to fraud and we are still hacked. Any attempt to fix the phone, getting a new phone and trying to add vpn and security programs results in destruction of phone... And the fraud department just told me today it is impossible the hack a phone or AT&T account unless we hand our phone to someone and let them do it.  Seriously?  A quick search of Google and any reputable source has so much information about the vulnerabilities.  Apps on Google play and other sites are easily found.  The federal government has information posted about the security issues.  Insulting your life long customers is awesome. 

Contributor

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1 Message

2 years ago

This happened to me yesterday. I am on day 2 of speaking with the Fraud Department. I have spoken with them 3 times today to get the order canceled. The reps said everything was all set and nothing would ship. Low and behold I get a shipping notification for part of the order. I call again, they indicated they "think" they have stopped it on their end, but I should call FedEx to make sure they have the shipment flagged return to sender just in case.  I asked if they prevented the rest of the order from shipping. They assured me that they did. Low and behold I get another shipping notification for the remaining portion of the order.  I am now on hold waiting to speak with them on this piece. I have literally spent 7 hours on the phone over two days with AT&T and FedEx to get this fixed. Needless to say. I am switching my phone to another carrier.

Tutor

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1 Message

2 years ago

I would file a complaint with FCC and with Identity theft.gov. The FCC will be more attentive and will force them to deal with this issue.

It is very frustrating and it has taken me the same amount of hours.

Contributor

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2 Messages

a year ago

2019 October:  I have had close to the same situation above.  The hacker changed carrier's on my phone account.  AT&T fraud department did not help.  I called several times and talked to different people and no help at all.  AT&T breached my personal information to the hacker.  A 4 digit PIN number is not security.  Luckily Fidelity Company has better security because the hacker was trying to get into my money.  Fidelity has several securities before you are able to talk about any of my personal information.  Fidelity has user ID, Password but you can't talk to someone about your information until you ask your own security questions, plus Fidelity has their own security questions and also voice recognition.  So if your voice does not match the computer and I have to jump through hoops to talk about your personal information.  The hacker can stop voice recognition in your file but it is impossible to know the answers of Fidelity's questions.  I barely knew the answers and I lived my life.  AT&T is negligent of breaching our information.  If you google hacker's changing carrier's it is getting to be common for a long time.  AT&T please get a better security system.  AT&T fraud department needs to take action to stop the hackers.  I see a class action suit to AT&T in the future and I am not one of those people that would start this type of action.  Luckily I was on my phone/computer during the attack but it still took a week to get everything back in order.  During that time I changed my password security questions/PIN number several times but nothing work.  The hacker closed my account after 5 days of working with the AT&T port team.  I had my phone number since 1978.  I could not even open my account back up the minute the hacker called and closed the account.  I had to go home and unfreeze my credit even  though I am a  loyal customer of AT&T since the service began in my life.  I have autopay my bill since that service began.  I was one of the first to have Direct TV when it was invented.  I am a sad loyal customer.

New Member

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1 Message

4 months ago

So my husband just got a call today from AT&T that his At&T phone account was hacked and someone tried ordering an iPhone and have it shipped to an address in New York, which prompted me to read the reviews and see if this is a trending scam. I see that it is, however the more I think on this the more I began to think that this may be an inside job, and that someone within AT&T may be helping to scam their customers. My husband was told that after he cancelled the order, there's a possibility that the phone would be shipped to our address location and not to the sender, well my thought is that if AT&T can call and alert you that your being scammed and in turn prompt you to cancel the order so that it want go to the supposedly scammers location then why can't they divert that package back to the sender or distributer, seems like in most of the scenarios I've been reading, the packages get returned  to your home which means someone with At&T validates your address and I'm sure it's probably easier to just wait around for a package on a any given day to just walk up to someone's home and take the package. When my husband was explaining this to me I could not figure out why AT&T can't just direct the package back to the manufacturer. And the more I think about it the more it makes sense they dont want it to go there,  they want it to come to your house, and they will more than likely have someone lying in wait to get it. I honestly kept questioning my husband over and over trying to make sense of it all, and it all leads to the same conclusion to me, I think there's someone or some people within AT&T that's aiding with this scam, this product is way to expensive of a product for a company as large as this to not fix those fraudulent loop holes. Some of you reading this may think I'm going a little over board but read all the commonalities of these scenarios in this scam, AT&T you all need to step up and fix this beach, this should not be continuing to happen. People work to hard for their money. 

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