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bd2020op's profile

New Member

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3 Messages

Thursday, January 5th, 2023 7:24 PM

Global Fraud Management follow-up

I had a fraud investigation done on 6/29/22 by the AT&T Global Fraud Management Department, Account #(EDITED). I have received 2 e-mails confirming fraud had occurred, and that my Acct# would be revised to refund the fraudulent charges totaling $1,987.32.

It has been over 6 months now, and I continually received billing statements with the above stated amount. My wireless service is now disconnected, and AT&T has turned this issue over to a collection agency.

My wireless account # was (EDITED). Pass Code, (EDITED)

Trying to settle this issue over the phone has been a futile effort to get anyone to answer this complaint. It is now affecting my credit score and the continued harrassment is now unacceptable.

If I don't receive an acceptable replay for the resolution of this matter, I will be forced to seek legal assistance.

(EDITED per Community Guidelines - removed personal information) 

Accepted Solution

Official Solution

Community Support

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231.2K Messages

1 year ago

Hello bd2020op, this is not the experience that we want you to have. We're here to help with your fraud and collections inquiry.  

 

You'll need to contact our Global Fraud Management department again for assistance at 877-844-5584.

 

They are available to assist you with this issue Monday-Friday from 8am - 9pm, Saturday 9am - 6pm, and Sunday 8am - 6pm. 

 

Let us know if this helps.

 

Jeff, AT&T Community Specialist   

New Member

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3 Messages

1 year ago

Waiting to hear back

Former Employee

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32.9K Messages

1 year ago

this is a customer populated forum not chat with at&t so dont expect an immediate response 

New Member

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3 Messages

1 year ago

If it’s for customers as an employee, why do u comment on everyone’s posts with smart (Edited per community guidelines) comments. I’m sure they completely understand this is not att chat, #findanewhobby

(edited)

ACE - Sage

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116.9K Messages

1 year ago

@Notsatisfiedgirl 

Please don't comment if you don't understand what's going on.

Constructive was warning the customer not to provide private information on a public forum.   

Employees can be customers too. You know. Many of them are they get a  discount.   

 

(edited)

ACE - Expert

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27.7K Messages

1 year ago

@Notsatisfiedgirl   Please note the following disclaimer in the Signature box of any employee posting on these forums:

*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.

You might also want to review the FORUM GUIDELINES   which includes the following:

 

Employees of AT&T or companies that do business with AT&T are not required to participate in the Community Forums. Such participation is voluntary, personal and not as representatives of AT&T or their respective employers. Employees of AT&T are subject to the AT&T Code of Business Conduct, the AT&T's Social Media Standards and Procedures and all other AT&T policies governing their use of internal and external web sites.

#reviewtherules

New Member

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2 Messages

11 months ago

Good Luck, they (Edited per community guidelines)!

(edited)

New Member

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2 Messages

11 months ago

These people don't help AT ALL 🙄it's all a bunch of "Bull Smack"!  Extremely Generic Copied & Pasted responses!!

No one answers that number EVER (just a message telling you to go online and complete a form) Then you wait FOREVER on a phone call that never comes!

YOUR Employees have participated in fraudulent activities, 1 of which even sold a phone that I returned to his AT&T Store, to a friend/ family member & activated it on my account!!! Over a YEAR later, I'm Still receiving phone calls & letters from creditors stating I owe y'all $1600 when there is surveillance video of me returning both phones to the store manager & himself. 

Why do I have to keep filling out a dumb form instead of receiving help for this issue question?

(That's all this number says.. u can't speak to a live person and none of your representatives on the regular, "customer service" line will help!)

** I keep hearing that it's resolved & that I will not receive any further phone calls from AT&T, nor any outside agencies,  yet you keep reporting me to Creditors/ Collections. 

NOT Happy 🙅‍♀️ NEVER again will I EVER use AT&T as even your Automated System is a Nightmare!!!!!!!!!!!!!!

(edited)

2 Messages

8 months ago

I too have been experiencing a similar nightmare.  I will be posting more in the next few days.  I was the victim of identity theft back in 2021 where someone impersonated me and opened both an ATT and a Verizon wireless account in my name within a period of two months and racked up charges of almost $5000 for each account.  I was able to resolve the issue with Verizon, but the opposite has been true with ATT.  I filed THREE affidavits, submitted multiple police reports and even got a letter from ATT's Global Fraud Management in January 2023 stating that I was not responsible for that account.  Here we are in August 2023, over two years since this nightmare began and not only is ATT still sending me statements, but because no one is willing to answer a phone from the Fraud management it feels like all of the time that I have spent proving my innocence is all for naught.  I too am considering legal action if ATT is not willing to honor the documents that I have already been submitted proving the fraud.  If ATT has not resolved your issue, please let me know - perhaps a (Edited per community guidelines) suit is in order.

(edited)

Participant

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1 Message

7 months ago

I had the same experience here, and a person impersonated me to open an ATT account in 2021. ATT waited ATT 2+ FULL years before sending the bill to the collection agency. During these 2 years, noone contacted me about an account under my name, no paper bill no nothing. If ATT had contacted me about an account under my name, I would have caught the identity theft earlier. Trying to work with ATT's Global Fraud Management, all their response is canned response and kept asking for the following docs:

  • Completed & signed Identity Theft Victims’ Complaint and Affidavit form (see attached)
  • Copy of a valid government issued ID *
  • Proof of address **
  • Police or Law Enforcement report (receipt/incident number only is not acceptable)

I have provided all the necessary docs three times. THREE Times. I keep asking for updates on the fraud claim, and they responded with these:

=====

AT&T has received your request for an update on the above referenced account currently being held by an outside collection agency. We are still in the process of performing of an investigation. Please allow our office sufficient time to complete an investigation. Submitting multiple requests may delay our response.

=====

ATT said the investigation would take 30 days. We are almost three months in, and I am still getting missed phone calls from the collection agency. What about my credit report? The delay is causing the time, headache, and opportunity for me to get a car loan or mortgage. 

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