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Online account hack - fraud via AT&T Next- Fraud department wouldn't speak to me about the account.

Online account hack - fraud via AT&T Next- Fraud department wouldn't speak to me about the account.

Our account was hacked, I received a text from AT&T that our billing information had been changed.
I verified online that the address and email address were changed and we didn't do it. I then called customer service, the lady was very nice.
She said she was changing the address back. I asked her to see if any additional changes had been made to the account, because I was worried about it and we had not made any. She looked and told me that contracts were signed online that week for two lines. Someone online ordered two iPhone 6 phones and had them ship to the "new address" on the account.She then informed me that I needed to talk to the fraud department.
I was then transferred to the fraud department. I told the fraud dept. lady what had occurred, and she informed me that since the account was in my husbands name she could not discuss anything with me. I explained that my husband was out of the country, she told me again that she would not discuss the account with me.
I asked her if there was a way to make sure no further fraud could take place, anything that could be done. She told me to call customer service again, and add a passcode. After that call with the fraud department, I logged back in, and was shocked to see that none of the address or email changes had been entered.
I changed the information back, and then had a passcode added.
It occurred to me that the orders could be tracked online, so I went looking at them. I reviewed the FedEx tracking information. One phone had shipped and the address was a mismatch, so it was being returned to AT&T. The second phone had just been picked up by Fedex. I called customer service again. I explained the situation, and asked if they could contact Fedex and reroute the shipment back to AT&T. The very nice lady told me I needed to talk to the fraud department. I pleaded with her, explaining that they wouldn't speak with me, and I just want to make sure that this criminal didn't get the phone. She understood, and asked to place me on hold, so she could see what she could do. I agreed. She came back a few minutes later. She had found that the first phone had been returned, and she was able to reverse the upgrade on that line. She told me again that we needed to talk to the fraud department. She told me she knew they wouldn't talk to me, so she was going to speak with them about it. After holding for more than five minutes she returned to say that she couldn't get ahold of anyone in the fraud department, they were very busy today. She then placed me on hold one last time while she contacted FedEx to see what she could do. When she returned, she had reroute do the shipment back to AT&T, and was in the process of reversing that upgrade as well. I would like everyone to know what an outstanding job the three ladies of the customer service department did on this.
My issue is with the fraud department. AT&T next program made it easy for a hacker to steal a new phone and not pay anything, sticking the account holder with a monthly phone payment. How is it a complete stranger criminal can hack my account, change everything about it, order new phones... And the Fraud department won't talk to me about making it right. I am an authorized user, I can make changes and buy phones legally on the account. The woman in the fraud department was rude about it, identity theft is traumatic and being told you can't even talk to them about it is Unacceptable. They made a note on the account that I callled about a fraud. My husband won't be back until Friday. He will be calling the fraud department to make sure this is completely handled.
If not for the very helpful customer service department, the 128GB iPhone 6 would deliver tomorrow to the hacker criminal. I am very frustrated, and want it noted for anyone with this issue in the future, that they aren't the only person that account fraud happens to and what I had to deal with, so maybe they can help AT&T act more quickly and keep new phones away from criminals trying to steal them.
Make sure to add a passcode and change your password often.
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Message 1 of 49
Community Support
Solution
Accepted by Community Support (Community Support)
Accepted by ATTMobilityCare
‎04-20-2016 1:17 PM

Re: Online account hack - fraud via AT&T Next- Fraud department wouldn't speak to me about the a

Hi there @WorriedHoosier

 

I’m sorry to hear that your account security was compromised!

 

You can find all about our Fraud Prevention Initiatives, as well as current Fraud Alerts on our website.

 

The fraud department is not able to discuss account specifics with anyone other than the account holder for security purposes, which is very important in a time where things like this can happen.

 

Authorized users are authorized for store interactions only, where photo ID can be produced to confirm the identity of the person. As we are unable to do this via our phone or live chat options, we may only speak with the account holder for certain information.

 

I’m glad to hear that a passcode has now been added to your account, as this adds an additional level of security to your account and can be added at any time. We take fraud very seriously and would do everything in our power to ensure that this does not happen again and to prevent it from occurring in the first place.

 

I apologize for what has occurred, and trust that this has now fully been resolved. I would definitely recommend that your husband contacts our Fraud Department at his earliest convenience to ensure all is well.

 

If you have any other questions, please feel free to send us a Private Message.

 

Thanks,


Tim, Community Specialist

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

*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.
Message 2 of 49
Tutor

Re: Online account hack - fraud via AT&T Next- Fraud department wouldn't speak to me about the a

We have two phones registered to us at the moment that are clearly not ours.   I called AT&T and got a very unhelpful person who tells me that I have to do all the leg work to get the probelm solved.  My thoughts are that if AT&T had done their due diligence properly we would not be in the middle of this phone fraud now.

 

We are the victims and are being treated like the perputator................come on AT&T do something about this.  Make it possible for this crime to be solved over the phone..........because if you had looked into the person ordering the phones more closely WE would not have to be trying to solve this ourselves.

 

Very unhappy with AT&T........the customer service rep was great but the fraud squad people were rude and unhelpful.........will name names if asked.

 

Unhappy who will never use AT&T as a phone service.

 

Message 3 of 49
ACE - Sage

Re: Online account hack - fraud via AT&T Next- Fraud department wouldn't speak to me about the a

So what have you done so far?
Did you speak with fraud dept?
Have you spoken with police?
Private message @ATTMobilityCare for help.
(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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.
Message 4 of 49
Highlighted
Master

Re: Online account hack - fraud via AT&T Next- Fraud department wouldn't speak to me about the a

One other note here,  it is quite possible that AT&T was not hacked, but you were.  It is very possibe that you inadvertently gave the hackers the information they needed to use your account to order the phones on your account.  Phishing schemes are all over the place and you could have unintentionally clicked a link in an email from a hacker that was designed to look like it was from AT&T, and when you got to an AT&T signon screen, you gave your username and password to them, then they later used that information to change your account and add the new phones to your account.  If this is what really happened, then it's not really AT&T's fault you gave your login information to a hacker.


Jerry B.
"GeekBoy"

--


Message 5 of 49
ACE - Sage

Re: Online account hack - fraud via AT&T Next- Fraud department wouldn't speak to me about the a

@GeekBoy
I'm sure this is the case.
A response to an email, text, or phone call which seemed innocent, but illicited enough account information to access the account. I have had each of these phishing attempts myself.
(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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.
Message 6 of 49
Tutor

Re: Online account hack - fraud via AT

---Insert Reply Above This Line---

Hi roeryan,
GeekBoy (ACE - Professor) posted a new Reply in _Online Account Access_
(https://forums.att.com/t5/Online-Account-Access/bd-p/OCS) on 07-25-2015
8:36:06 PM :

____________________________________
_Re: Online account hack - fraud via AT&T Next- Fraud department wouldn't
speak to me about the a_
(https://forums.att.com/t5/Online-Account-Access/Online-account-hack-fraud-via-AT-amp-T-Next-Fraud-de...
4)
One other note here, it is quite possible that AT&T was not hacked, but
you were. It is very possibe that you inadvertently gave the hackers the
information they needed to use your account to order the phones on your
account. Phishing schemes are all over the place and you could have
unintentionally clicked a link in an email from a hacker that was designed to look
like it was from AT&T, and when you got to an AT&T signon screen, you gave
your username and password to them, then they later used that information to
change your account and add the new phones to your account. If this is what
really happened, then it's not really AT&T's fault you gave your login
information to a hacker.
_Reply_
(mailto:cng.prod|f1b0cd7|da2879ed-230a-48dd-854e-95cf7e8f63d1@reply01.lithium.com?subject=Re:%20Online%20account%20hack%20-%20fraud%20via%20AT&T
%20Next-%20Fraud%20department%20wouldn't%20speak%20to%20me%20about%20the%20a
&body=

---Insert%20Reply%20Above%20This%20Line---)


First of all we do not have an AT&T account or an account that has a login
or a password. I only set up this account yesterday so that I could write
my comments on how badly we were treated by your Fraud people. Very rude
and not all understanding. AT&T expects us to sort this out when we are not
involved in this fraud at all!!

If this is AT&T's way of saying sorry then it is not sorry but designed to
alienate all customers. How can a company as large as AT&T have such a
bad attitude towards the public.
Message 7 of 49
ACE - Sage

Re: Online account hack - fraud via AT

@roeryan
I'm confused. Do you mean you do not use ATT cellular service? And the only account is a fraudulent account set up by the thief?

In this case you are the victim of identity theft and it has to be reported to the POLICE. This is not ATT's problem. You need to pul your credit report and find out how far the problem has gone. You may have credit in your name all over.
(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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.
Message 8 of 49
Contributor

Re: Online account hack - fraud via AT&T Next- Fraud department wouldn't speak to me about the a

The same thing happened to me. I spent a total of 3.5 hours on the phone with ATT. My account was hackedby twice. After the first time I was told by the fraud dept it cound not happen again after adding the new secutity code. Well, it happened the next day again. After spending too much time talking to two not so smart reps on the regualar customer support, I had to call the fraud dept the next day. Oh by the way, the customer serivce rep wanted me to pay $325 to cancel the phone line that was added. I said are out of your f&#$ing mind. What I finally had to do was suspend the online account for good since it seemed ATT was disinterested in taking action on the hack. After all that time spent for something I did not do, I found ATT to be non-caring about what it casued me. I have to consider moving to another carrier. I aslo recorded the reps and I am working on Social Media blast on how easy it is for ATT to be hacked. We changed the user ID, password, and added the passcode and the hacker still go into the account and changed everything. I will aslo be posting the recordings on youtube and hopfully it will get some traction.  

Message 9 of 49
Contributor

Re: Online account hack - fraud via AT&T Next- Fraud department wouldn't speak to me about the a

almost identical situation for me except funds were taken from my account to pay the bill on a date before i authrized payment . I am having trouble getting funds reversed back into my account . if not satisfied by am tomorrow i will pursue another phone service. i have been treated well by the individuals but poor service policies by the company
Funds WERE set up on auto pay
Message 10 of 49
ACE - Sage

Re: Online account hack - fraud via AT&T Next- Fraud department wouldn't speak to me about the a

@bhud4871

 

If you set up auto pay, the funds will be withdrawn on the day required.

 

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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.
Message 11 of 49
Contributor

Re: Online account hack - fraud via AT&T Next- Fraud department wouldn't speak to me about the a

I had someone buy a phone off my ATT account as well.  Took two hours to reach the fraud department who then told me "We cannot cancel this irder until it gets to the warehouse, but We assuer you it wll be cancelled. "  It was not cancelled and the phone was delivered to the hacker. I am not at all convinced theat they are not going to be able to activate the phone.  NOTHING the fraud department has done has inspired confidence or made me feel that they want to slove my problem or stop the hacking.  The chat is tied up, the business hours are short, the waits are too long and the answers are unacceptable.

Message 12 of 49
Contributor

Re: Online account hack - fraud via AT&T Next- Fraud department wouldn't speak to me about the a

It gets better...I haven't had a wireless acccount with AT&T for 10 years but someone hacked my email account and added an iphone to my cart. They were unable to complete the transaction but the attempted order shows up on my screen.  I have had AT&T support reset my password, passcode and personal questions 4 times but after each time the account information is changed again. I can't get any of their support staff to even take this seriously even though I forwarded them all the emails I received regarding password and passcode changes on my account.  Today I was told "we don't have a fraud department, all we can do is help you reset your password, if your account is hacked you should disable that email account".  Imagine that, no fraud department, what a joke of a company

Message 13 of 49
ACE - Sage

Re: Online account hack - fraud via AT&T Next- Fraud department wouldn't speak to me about the a

@not4u2no

 

Then you should disable the email account and use gmail.  Gmail has a feature called 2 step verification which prevents anyone from accessing your email on a new device.  It also checks all devices using your email so you can remove unauthorized devices.    I did this for my yahoo and gmail accounts and it's been a life saver.

 

https://www.google.com/landing/2step/

 

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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.
Message 14 of 49
Contributor

Re: Online account hack - fraud via AT&T Next- Fraud department wouldn't speak to me about the a

I need to report fraud on my phone number my brother and his girlfriend r hacking my account [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Message 15 of 49
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