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Val4524's profile

3 Messages

Friday, April 5th, 2024 2:29 PM

My wireless account has been 'hijacked'

My wireless account has been 'hijacked', i.e. it has been transferred to some business account without my consent about 15 months ago. I didn't notice it until now because it was set to Autopay. That business account is still paying my bill, I still use my iPhone, it definitely sounds like some typo mistake. When I called 611, they asked the account name and when I gave my name it didn't match their records. They told me to go AT&T store. The store employees couldn't do anything and they helped me to be transferred to global fraud where the employee said he couldn't do anything without that business owner permission. The store employee asked him if he could open a ticket. After 20-30 minutes keeping us on hold he suggested to open a claim at  link.att.com/fraudinquiry. I did that and checked the status of the claim in a day. Got a message 'We have completed our review of your fraud claim. Please check your email for communication regarding the final determination of your claim.' It's been 4 days and I don't have any emails from them. I have my wireless account number for more than 20 years and it is almost like social security number. It is on all my accounts, 2-factor authentication, etc. you name it. It is a disaster for me, really. I went back to the AT&T store and the store manager said he couldn't find any explanation why my claim was closed. He suggested to call 611 and ask to be forwarded to global fraud again. I did, and got voice mail, left a message, no calls back. Seems like it is a dead end. Any suggestions what to do next would be greatly appreciated.

ACE - Expert

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14.3K Messages

2 months ago

Have you tried to contact the business in question?

How did you not notice you weren't paying AT&T for a year and a half?

ACE - Expert

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24.5K Messages

2 months ago

This is why it is imperative, and all on the customer's end, to check your billing on all accounts on at least a bi-monthly basis to check for inaccuracies or suspicious charges, regardless of auto-pay or not. It could very well be a typo with no harm no foul, or not. And, as suggested above, contact the business in question. If you think you are a victim of identity theft, you can do the following:

1. File a police report for identity theft.

2. File a fraud report with AT&T.

3. Notify your credit card companies.

4. Change all of your passwords on ALL of your accounts using strong passwords which are different from each other.

5. Dispute any charges that you don't recognize.

6. Start monitoring all of your accounts on a weekly basis for any suspicious activity.

7. Change your email to a new account and provider. Gmail is ok but I'd look for a separate email service for at least your important accounts.

3 Messages

2 months ago

I do not know the anything about the business. When I went to the store, they traced that my account was transferred to that business account, but even they don't know much about it. They told me the transfer was done by AT&T customer service in Philippines.

How I didn't notice it? My account was set to Autopay with my credit card and I just paid my monthly bills assuming that I was paying for AT&T wireless.

Community Support

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232.2K Messages

2 months ago

Hey there @Val4524,

 

Thank you for reaching out to us. We are here to help you in any way possible. However, we will need more information in order to get you the assistance you need.

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact us : https://www.att.com/support/contact-us/, and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.

 

Thank you for visiting the AT&T Community Forums.

 

Robin, AT&T Community Specialist.

 

3 Messages

1 month ago

This is a dead end. It's been more than a week. Is there a higher authority at AT&T that could write a letter to explain the situation and get it resolved? I was forwarded to small business at one of my calls and they said they didn't have a FAN PIN to that business and can't contact it to transfer payments back to my personal account. The AT&T store which I visited several times and spend hours there can't help either. They don't have access to that business account.

ACE - Expert

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14.3K Messages

1 month ago

You can file a BBB complaint. Those get escalated to the Office of the President.

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