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Msmith0519's profile

New Member

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3 Messages

Fri, May 20, 2022 9:57 PM

Fraudulent international charges

I’m so disappointed in ATT. My 12 year old daughters phone line has $600 worth of fraudulent international charges on it. They can’t give me any info about the charges. I’ve been a long time customer and this is just ridiculous. Reporting them to the fcc and canceling service to go back to Verizon or T-Mobile. Shame on you ATT!!!

sandblaster

ACE - Expert

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57.8K Messages

1 m ago

If you don’t know what the charges are for, how do you know they are fraudulent? Just FYI, you don’t report them to the FCC, you file an FCC complaint which will result in someone from corporate contacting you. They will be able to tell you what the charges are for and hopefully remove them. Charges don’t typically appear for no reason, you should at least consider the possibility they aren’t fraudulent. I highly suggest you get them settled before you go back to T-Mobile, it will be much harder to resolve after leaving ATT.

New Member

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3 Messages

1 m ago

I know the charges are for international calls that did not occur considering my child’s phone has had a broken screen for two months. They would not give me the call information for the supposed charges. I will be filing a complaint with them, sorry if I did not word it exactly the right way as I have never had to do anything like this before. I would love for ATT to make it right before we switch but if they don’t, then they will lose a loyal long time customer. Thanks for your help!

ATTHelp

Community Support

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192K Messages

1 m ago

Hey there @Msmith0519. We would like to take a closer look at the international charges on your account. 

 

We are going to need to meet in a Direct Message, so we can review the charges on your account. You will find a chat icon next to a bell icon at the top of the page on the right-hand side. Our next message will appear there.

 

In the meantime, gather your account information along with when these charges were made and have it ready for when we meet in a Direct Message. 

 

Thank you for reaching out to AT&T Community Forums. We look forward to speaking with you soon!

 

Clarissa, AT&T Community Specialist

 

ACE - Sage

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97.4K Messages

1 m ago

Have you looked at your usage report online? 

Do you understand that the SIM card is how calls are made?   All it takes is moving the SIM card into a different phone.  That's assuming the broken phone is incapable of working. 

New Member

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3 Messages

1 m ago

After my Fcc complaint I was contacted by the office of the president, they saw that we have never had international charges before and this was one 3 hour long call. They adjusted the charges and the related taxes. They did state it should have never gotten this far into the process but that it should have been escalated to an office within customer service. Nevertheless, thank you to Cedrick for taking care of this issue so promptly. We will be keeping our Att service. 

New Member

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1 Message

5 d ago

I also have incurred over $400 in fraudulent charges this month, and the same thing they are not providing much information or resolution. Moreover, both of my phone lines are restricted from making any international calls but I keep getting billed for this. Also, what I find suspicious is that this time they keep referring me to the international department, and the only option they give me is to add an international plan for 15/month.

I have been getting fraudulent changes on my account since February and is happening to both of my phone lines. I have raised this issue but this keeps getting worst. Each month I keep calling about this, and after speaking with multiple people they waive the fees, then reassure me that my account is blocked for international calls, and this shouldn't happen but then I have the same issue.  This time they are refusing to waive the fees when there are plenty of notes about the issue. I'm exhausted by this situation. I have spent over 3 hours today with different at&t employees including supervisors. I am filling out a bb report to get a resolution and reporting them to the fcc if I don't get a response. This is terrible! I have been an AT&T client for 17 years!

(edited)

ACE - Sage

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97.4K Messages

5 d ago

Have you looked at the usage report? 

Once, it might ve a user error and At&t will forgive.  But repeated usage over several months they aren't going to credit forever.

Which phone?

Check the numbers.

Come on, someone in the family is calling a number that they don't realize it's outside the United States. 

15 years ago, my son's friend at school got a free texting number. Without either one of them realizing that these free texting numbers have to be in the same country or you would get charged for texting a non Us number. 

Stuff happens.

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