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New Member

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3 Messages

Fri, Jan 24, 2020 6:22 PM

Someone used our address and their name to open AT&T cell phone account

Several months ago someone opened an AT&T cell phone account in their name using our address. We are the original owners of this home and we do not know this person. We have never had any renters here. We have been getting their cell phone bill each month. When it first happened I opened the cell phone bill by mistake and called AT&T customer service to report the problem. They said to mark the mail with "return to sender" and that they could not do anything else about the problem. We have been diligently marking every piece of mail with "return to sender" however, we are still receiving this bill every month. What can we do about this problem?

Responses

Brand User
ATTHelp

Administrator

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108.5K Messages

4 weeks ago

Hello, @RobMcC,

 

Thanks for reaching out. As the mail isn't addressed to you or a member of your household, all that we can legally do is advise you to mark the mail with "return to sender" and send it back.

 

Have a great weekend.

 

James, AT&T Community Specialist

*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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3 Messages

@ATTCares When we "return to sender" we are returning the bill to AT&T. What does AT&T do with return to sender bills? We have been diligently returning the bills for several months now and we are still getting new bills. Someone is using my address to establish residency in my community and they don't live here. This is a serious matter. It needs to be aggressively investigated and remedied.

Brand User
ATTHelp

Administrator

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108.5K Messages

Hello @RobMcC,

 

We completely understand your frustration. Please also contact our Fraud department at 877-844-5584 for further assistance with this issue. Their hours of operation are as follows: Monday-Friday 8am - 9pm, Saturday 9am - 6pm, and Sunday 8am - 6pm.

 

Sean, AT&T Community Specialist

*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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3 Messages

Thanks for your reply. I contacted the fraud department last September when I received the first fraudulent bill. At that time they said not to worry about it because it was likely a billing error and to mark "return to sender" on any received bills.

Today I contacted the the fraud department again about this problem. They showed records in the system that the monthly invoices had been marked "return to sender", however nothing was done to fix the problem. Since I opened the first bill by mistake (and made a photo copy) I was able to give the fraud problem resolution specialist that I spoke with today, enough information that he was able to make changes in the system so that I should not receive any more of these bills. This was fraud and I was advised to put in place freezes at the credit bureaus to reduce the chance of future problems.

sandblaster

ACE - Expert

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34.4K Messages

@RobMcC I hope they were able to fix it but that’s not fraud. Fraud would be if the bill was in your name. If it has been months, the bill is obviously being paid. If not, the account would have been closed by now. Since you can view your bill online, the account owners probably don’t even know their bills are being mailed to the wrong address. They may think they have paperless billing and don’t even know their bills are being mailed. Since you have opened at least one bill and all wireless numbers are on the bill, you could call them and let them know. If you do get another bill mailed, maybe try that.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
sandblaster

ACE - Expert

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34.4K Messages

4 weeks ago

More than likely the actual account owner’s address is very close to yours and it is simply a billing error. It is up to the actual account owner to fix, there is nothing you can do about it. Since the bill is not yours, don’t worry about it.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.