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J

New Member

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11 Messages

Thu, Nov 25, 2021 12:13 AM

How do I resolve an issue with identity theft

an account was set up in my dead husband's name.

Accepted Solution

Official Solution

Juniper

ACE - Expert

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29.6K Messages

2 m ago

Accepted Solution

ATTHelp

Community Support

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179.9K Messages

2 m ago

Good afternoon @jld8997.

 

The fraud office may be closed today due to the holiday. We'd suggest calling back on Friday or Saturday. Alternatively, here are some other ways to report fraud:

 

You can contact any of the three major credit bureaus to place a fraud alert on your credit file. The fraud alert asks creditors to contact you before opening new accounts or making changes to your existing accounts.


More steps to take in case of identity theft

  • Close accounts you know or suspect were tampered with or opened fraudulently.
  • File a police report. Get a copy of it to submit to your creditors or others who may require proof of the crime.
  • Report identity theft at www.identitytheft.gov.
  • File your complaint with the Federal Trade Commission (FTC) online at www.consumer.ftc.gov or by calling the FTC. The FTC maintains an identity theft database law enforcement agencies use for investigations. Filing a complaint also helps the FTC better assist you as they learn more about identity theft and the problems it creates.


Learn about fraud, scams, and security on our Fraud & security resources page.

 

Please let us know if you have any additional questions; if so, we'll be delighted to assist.

 

Darais, AT&T Community Specialist 

ATTHelp

Community Support

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179.9K Messages

2 m ago

Hello jld8997, we're here to help you with your concern about identity theft.

 

In order to address your concern, you will need to contact AT&T Global Fraud department. Here is their contact information and hours of operation.

 

Global Fraud office 
877-844-5584 option 1
English (Option 1)
Monday-Friday  8am - 9pm
Saturday  9am - 6pm
Sunday  8am - 6pm 

 

If you have any further questions or concerns, please reach back out.

 

Thank you for visiting AT&T Community Forums

 

Carlton, AT&T Community Specialist

New Member

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11 Messages

2 m ago

This would be great but there is a recorded message that the Fraud Department is not currently taking phone calls! And the link to which I was referred doesn't work. 

Juniper

ACE - Expert

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29.6K Messages

2 m ago

That department tends to have more traditional business hours. Expect they are closed for the holiday. Might be open tomorrow, but at the latest by Monday.

New Member

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1 Message

1 m ago

Fraud office not taking calls and the link they keep referring to DOES NOT WORK

Juniper

ACE - Expert

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29.6K Messages

1 m ago

@CountryRN27 

If you were calling a little before you posted, well they wouldn't be open yet as that was even before 6am EST when general departments would open. At this point the Global Fraud Department should be open.

When you get a hold of them, let them know about the problem link so they can verify if it was supposed to be the correct one and is broken or was the wrong one to begin with.

New Member

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1 Message

1 m ago

I called Global Fraud Management multiple times and they say due to unusually high call volumes they won't speak to anyone. They reroute everyone to an online form, where I submitted my case and 24 hours later they sent back an email that they investigated and concluded my case was not fraud and I'm responsible for the charges! Someone opened an account in my name and bought 3 iPhones on a financing plan. This is absurd.

(edited)

Juniper

ACE - Expert

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29.6K Messages

1 m ago

@dkremraf 

Strange the form was answered within 24 hours. That seems too quick a turnaround for that.

File a BBB complaint. That sends the issue to the corporate level.

New Member

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4 Messages

1 m ago

Like many others I was the victim of fraud and am very disappointed with ATT mobility. Several red flags are present. An online order for a phone and service was placed using compromised personal identifiable information. ATT Fraud will not tell me where the phone was shipped to but not my home of record, this should raise a red flag and require additional verification. How much information was compromised I'm not sure (Fraud will not release that information), that information is critical to know. Does a credit card need canceled, what about other PII or potential risks? 

A couple other thoughts. First, I too experienced the lack of telephone assistance due to high volume of fraud. Does this mean ATT is not doing due diligence, have they changed something recently to create this problem? Certainly at minimum, this is gross malfeasance and incompetence. Second, the online Mobility Fraud Inquiry Form requests the SSN of the victim. At the bottom of the form is a dialogue box to describe the concern. Immediately above the box in RED letters it states not to include PII, such as SSN or DOB. Critical reevaluation of the form needs to be done. 

Hopefully this forum is monitored by ATT and concerns by the victims will be addressed.

Constructive

Employee

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25.4K Messages

1 m ago

No it’s got very little activity from AT&T here and if they respond they will refer you to the previous post. 

New Member

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11 Messages

1 m ago

Go to your local store which is corporate owned and talk to them.. Have them help you resolve this.  It took me two times but the powers that be seem to answer to these guys.  I am so sorry for you.  Put a fraud alert on your credit reports with the major credit reporting companies.  

Juniper

ACE - Expert

 • 

29.6K Messages

25 d ago

@pws3556z 

Hopefully this forum is monitored by ATT and concerns by the victims will be addressed.

This is a public customer to customer forum. The official "help team" is small and has limitations in how they can help. As such they don't respond to everybody, and often they refer to other threads or responses by other posters.

You option is calling to speak to general customer support or their Global Fraud department. Alternatively, a BBB complaint sends your situation to corporate. Though be prepared they may refer you back to Global Fraud as that is what is intended to handle identity theft.

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