Mayhart's profile

New Member

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6 Messages

Tue, Jun 21, 2022 3:20 AM

Unethical representative

There is a third party rep that is adding lines to peoples accounts without their consent or knowledge. They come in to upgrade their phones but instead of upgrading he adds a line to the account and orders the phone on it. He then instructs them to come back in and see him when they receive the phone and he switches the SIM card. If they ask about the different phone number he tells them its a free line and they have to have in order to get the phone deal. By the time the customer gets their bill it’s too late to cancel the line without the installment on that phone becoming due. This is all so he can make an extra $100/sale. 
When we order the phones through our system, all upgrade plan changes are being set out for a month. So if there are 2 upgrades, he upgrades one, adds a line for the second and there is 1 line on the new plan, the non upgraded phone is on the old plan and the one that was truly upgraded is on the old plan but it’s set out to change in a month. Or, if it’s just 1 upgrade and then the shady added line, the added line is on the new unlimited plan for 1 phone at $95! If they happen to catch it and send a phone back it’s a $55 restocking fee. This is costing customers hundreds of dollars. The one I fixed today is on their second bill that went from $150 to $300! I have seen customers where this unethical rep has costs them up to $300 on one bill. Sadly The customers he is doing this to are mostly elderly people that have no clue about phones or how any of these processes work. They are just clueless. And sometimes they think he just made an honest mistake!!! I have seen it at least 20 times. I have customers names and numbers of 15 that he has done this to and i didn’t start keeping track when it first started happening. It’s the same rep. It’s just me and him in our store. He is my boss and the owner of the little franchised company with the contract. I don’t know if the whole company is corrupt, if it’s bigger and includes AT&T, or just him! I don’t know where to complain in order to make this stop happening. 

Accepted Solution

Constructive

Employee

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27.9K Messages

4日前

Contact the owner of the 3rd party retailer let them know what their employees are doing. 3rd party sales sign a very long term contract and AT&T has no authority over them even if AT&T wanted to boot them it can’t be done until end of contract and some contracts are 20 years 

Accepted Solution

ATTHelp

Community Support

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191.8K Messages

2日前

Hello @Mayhart We're never happy to hear that any of our third party distributors are representing AT&T unethically.

 

We are going to get you pointed in the right direction today.

 

Let’s meet in a Direct Message to collect some information and file a formal complaint for you. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).

 

We at AT&T value all of our customer's privacy. You can learn about our customer Privacy Policy on the AT&T website.

 

 

The AT&T Community is always here to assist our family

 

Danielle, AT&T Community Specialist  

Accepted Solution

New Member

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8 Messages

2日前

@Mayhart I think the arbitration comment was aimed at me because of what I recommended to you. But then I'm not sure. My suggested course of action was deleted.

I think you have made a good decision. I imagine there is much more opportunity for advancement as Sam's Club. Of course, they have made a good decision too. It is difficult for companies to find good people but they obviously did with you.

Best Regards,

Larry H, aka stogiesaurus

(edited)

New Member

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6 Messages

4日前

Wow…. That is absurd in a lot of ways. So, basically, we can sell whatever we want and treat these customers without any respect for the money or time (after they spend hours and hours on the phone with AT&T trying to figure out these messes) and there is nowhere for these victimized customers to go and try to stop it from happening to someone else. AT&T can credit their accounts, but the time it takes on the phone and all the transfers can be Very frustrating. 
he is the owner of the company that writes my paycheck but he is “controlled” by a larger company that holds the contract. Idk if its just him that is unethical or if his practices are ways the bigger company has figured out to meet quotas and have good numbers and encourage these types of transactions. 

Constructive

Employee

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27.9K Messages

4日前

Most independent owners frown upon unethical employees but unless customers bring it to the owners instead of contacting AT&T things are slow to change 

Gary L

ACE - Expert

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15.9K Messages

4日前

Complain to the manager of that store.

New Member

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8 Messages

4日前

I don't know how much effort you are willing to put into this Mayhart but one option is to document as many of these frauds as possible and then have the victims file a (Edited per community guidelines) (Edited per community guidelines) against both the 3rd party business and AT&T. You may even be able to get some criminal charges filed against the individual(s) doing it.

(edited)

Constructive

Employee

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27.9K Messages

4日前

@stogiesaurus  you might want to read your terms of service 

ATTHelp

Community Support

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191.8K Messages

4日前

Hello @Mayhart, your account security is important. We're happy to provide information on how to report suspected Fraud or Scam. 

 

AT&T cares about protecting customers against fraud and scams. Was your identity used to establish AT&T service or make account changes without your knowledge? Contact our Global Fraud Management team:

  • For wireless accounts, call 877.844.5584

If you're a victim of identity theft, you may find out about an unknown AT&T account or unauthorized change to an existing account when

  • Your AT&T bill shows an unknown or unauthorized account or account changes
  • A collection agency contacts you about an unknown or unauthorized AT&T account
  • Your credit report shows an unknown or unauthorized AT&T account

If you have unauthorized changes or added unknown charges to your account our Global Fraud Department can take a closer look into your account to ensure your security. Defend against scams and social engineering attempts. Fraudsters and scammers can try to take advantage of you by phone, email, text or social media. If you think someone is trying to scam you, or If you get a suspicious email or text, do not reply.  If you suspect you are a target of fraud on your AT&T mobile phone account, you can report it to our Fraud team here.

 

We're here if you have any questions. Thank you for contacting AT&T Community Forums.

 

Alasani, AT&T Community Specialist

Former Employee

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1.8K Messages

4日前

ATT HELP, that has nothing to do with the OP is talking about. Please re-read what they wrote. 

ACE - Sage

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97.3K Messages

4日前

🤓. I'm starting to think we need to all chip in and buy a t t help reading glasses

New Member

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8 Messages

4日前

@Constructive If you are talking about the AT&T Terms of Service the only thing I saw after about a 10 minute review (TL;DR) was #8 under Section 14 Acceptable Use.

   8. interferes with others using the Sites;

I believe that's what you did by deleting my comments but I understand that the First Amendment doesn't apply here.  I saw nothing in the ToS prohibiting my advice to the OP.

Also, I suspect that the contract that the 3 party reseller the OP works for signed with you has some clause about defrauding AT&T customers. Please review the contract and see what options you can give the OP.

Constructive

Employee

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27.9K Messages

4日前

i only wish i had the authority to delete comments sorry but it seems you got the attention of the moderators

my mention of the terms of service were to point you to the binding arbitration clause

no one has signed with me im just a customer same as you 

im an engineer i have no authority to review any options nor give the OP options he/she needs to do that on their own by contacting at&t

New Member

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6 Messages

4日前

I am sorry? I didn’t mean to call attention to anything? I have read everything and am taking it all in and appreciate any and all insight given. I have not contacted anyone in regards to the situation or the conversation so I am not sure if you are talking about me or one of the other commenters? 
i have not looked into the terms and conditions but I am fairly aware of them because I am a point of sale for AT&T, although not employed by them. 
What I have found at this point, as far as fraud goes concerning AT&T, and their policies that are accessible to customers is related to outside fraud posing as AT&T, scams, and identity theft. 

a customer yesterday mentioned taking this to the department of social services because he took advantage of her 77 year old relative. He has was clueless as to what had happened. To him, he went to the store to buy a phone because his was broke, and left with a bill that went from $150 to $300. An extra phone line, the most expensive plan, even though he doesn’t even know what a hotspot was. He was quoted that his bill would be $140/mo. 
that is a different kind of fraud. He signed the paper but the representative was not upfront or honest about what was written in the disclosures. He read them to him, which makes sense to save time and make it easier for both everyone and I am sure his eyes aren’t the greatest but he was misleading at the very least. 

MicCheck

ACE - Expert

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11.5K Messages

4日前

@Mayhart To clarify: You work for a company which is committing fraud against AT&T customers, correct? 

You should find a new job. In the meantime tell every customer who has been a victim to file a BBB complaint. AT&T might not do much on an individual level, but if enough complaint come in regarding a particular retailer, it's bound to get attention from someone. 

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