Kudos to the following people who work at ATT & What ATT needs to fix concerning hacking
My phone was hacked (hijacked) on Sunday. The worst part is that my boyfriend's memorial service is this Saturday, Sept 7th. I was devasted not being able to contact the 200 people who were planning to attend because of the phone issue. Sunday was a nightmare trying to get to the bottom of the whole thing. I'm going to give you the Staff/Employee Kudos in a minute.....Most of the ATT customer service reps had very little training in this type of hacking problem and tried to convince me that I was the one who closed my account and went to another carrier. They didn't believe me when I said I was hacked.
However, these are the outstanding individuals who need to be recognized for their amazing customer service skills and just darn good people as well.
Brian ***** (spelling?) ATT Port services
Brenda (I should have gotten her last name) she works in the ATT fraud department. Pretty much an amazing human being who I wish I could adopt as a permanent friend.
Amanda *****: ATT Port Services. I've been in a mean insulting mood over all of this but Amanda was so patient and kind with me. Even when I was interacting in a disrespected way to her. And she did absolutely everything to update my phone with a new number. She really knew what she was doing. I can't tell you how much appreciate that.
These 3 folks need a standing ovation and a raise. I seriously wish you had more employees like these 3. Sadly you don't. ATT: now that I've told you about the outstanding ATT professionals that truly felt like friends to me and whom I truly felt cared for my welfare, the following is how you are failing your customers!
The connection to your overseas reps is really terrible. I could barely hear each overseas rep because of all the background noise in the warehouse they are working in. At times it sounded like they were having a huge party in the background..........Meanwhile, I recognize that these reps probably make very little money since ATT goes overseas to employ them.
I knew I had been hacked but every time I ended up with an overseas representative it was like talking to a robot, the same script, the same: "I'm so sorry...blah, blah, blah.....".Gosh ATT, you've got to do something about this. I even had the overseas Rep transfer me to their supervision. Holy Cow that guy was horrible. He tried to tell me that I must have given my friends or family my password to get into my account. Again, like all the overseas reps they insinuated that it was my fault....I couldn't sleep or eat for two days!. Then I talked to the wonderful people listed above who are so awesome that I have to mention them.
The important thing is this: My life is in turmoil right now after losing my beloved boyfriend and the emotional days ahead.
There are so many things ATT desperately needs to fix and pay attention to.
Number 1: Please, please train your overseas customer service folks better. Train them about hacking issues as soon as possible, and how they can recognize if we as customers are hacked. Customers need time to quickly go into their banking accounts, credit cards, paypal, etc. etc.and quickly change passwords etc. Time is of the essence. If your customer service reps do not alert folks to call fraud immediately than they are seriously lacking in training. I talked for close to an hour to reps right after I was hacked. While they were busy blaming me for the hack, the hackers were able to infiltrate some of my accounts---not successfully but I had tons of email alerts. ATT, phone hacking is the next big wave to come. It's already at crisis proportion. A recent tech news report claims that Apple iPhones have security issues in them that have not been remedied by Apple. Do you know what that means? Millions of people will be vulnerable to hacking. You MUST prepare your representatives better.
Number 2: Do NOT give people their hacked phone number back!! The hackers have the phone number and can continue to use it to break into your account by impersonating the customer online.....My analogy: say that the front door keys of your house were stolen. The thief gets a copy made of your key. The police find those keys. In the meantime, you have changed the lock on your front door. Meanwhile, the police tell you that you must change your front door lock to your previous old front door lock. The thief still has a copy of your house key and can get in once again.....So PLEASE do not give folks their hacked phone numbers back...
Number 3: Your system of giving a pin when you call is a terrible idea.....I work for a University and if they heard the way you allow folks to log in or get security clearance when they call you, they would laugh you right out of the country. Pretty much everything you are doing is extremely hackable. I know, I know you claim that they broke into my email to get my passwords.....and that's how they were able to get into my account yada, yada, yada. Guess what? My account was linked to an email from 2006 that has been shut down and that I never use anymore. So there is no way they were able to sign in to my email account to steal my password.
Number 4: Protect your PORTS!!! You must create a better unhackable barrier to protect your PORTS. No hacker so easily should be able to go through ATT, transfer your phone number to a different carrier and close your account without a red flag warning first. Meaning, before you can have your phone number hijacked you are contacted right away to see if the customer intended to shut down their phone service. EVERY company does this. Nothing is done with my banking or my credit cards OR my email without the DUO authentification system that I use....ATT MUST move to this way of managing accounts urgently!
Number 5: Make it as easy to fix your account as it was for the hackers to hack our accounts. Why do I have to spend 2 days calling and calling and calling to get this straightened out, threatened with being charged for changing my number, bullied into believing that I did something to allow hackers to steal my phone number. Hours and hours spent with inadequately trained customer service reps. PLEASE ATT, if you want people to stay with your company you need to change these issues.
The only 3 things you've done right is hiring the three outstanding people I mentioned above.
[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc]