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jonesreb's profile

1 Message

Thursday, April 11th, 2024 10:20 AM

Store said I had a fraud alert. Fraud dep't over the phone said there was no fraud alert.

My old phone is water-damaged and won't turn on, and it's time for an upgrade anyway. Went to my local store, they said I had to be an authorized user (I'm not the account owner). No big deal, I go home, ask the owner to log on and add my name as authorized. It takes a day to process. Go back to the store the next day, they say I have a fraud alert on my account. They give me a number to call, except I can't because I'm not the account owner. Go home, give the account owner the number, ask her to call.

She calls the first time, they tell her that the store needs to clear the fraud alert. That's actually false, the store has nothing to do with fraud alerts. She calls again. They leave her on hold for 45 minutes (long enough for my local store to close), then tell her that there's no fraud alert. Not only is there no fraud alert, they tell her that they turned my phone off/on remotely and that it's "fine". The thing won't turn on. I tried plugging it in briefly to see if I could get the charging light or screen on, and there was nothing. I can see water behind the camera glass - I don't know about y'all but I don't leave a plugged-in electronic device alone to charge for a few hours when there's water in it.

I'd like to call the fraud dept together or just show up to the store with the account owner but we live in different states (Florida her, Massachusetts me).

I'm three days without a phone and it's starting to get really, really inconvenient.

What do I even do in this situation?

[edited to add the first fraud phone call that I forgot about]

Community Support


232.1K Messages

1 month ago

Hey there @jonesreb,

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.


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David, AT&T Community Specialist.

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