03-10-2015 8:59 PM
Solved by: Go to Solution.
- edited 08-12-2016 1:40 PM
Hi there @WorriedHoosier
I’m sorry to hear that your account security was compromised!
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.
Tim, Community Specialist
AT&T Customer Care
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07-25-2015 4:23 PM
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.
07-25-2015 5:34 PM
07-25-2015 8:36 PM
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.
07-26-2015 7:46 AM
07-26-2015 9:16 AM
07-26-2015 9:24 AM
11-16-2015 9:26 AM
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.
- edited 02-23-2016 4:40 PM
02-23-2016 12:05 PM
If you set up auto pay, the funds will be withdrawn on the day required.
05-25-2016 11:54 AM
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.
05-27-2016 9:43 AM
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
05-27-2016 5:30 PM
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.
- edited 06-12-2016 1:07 PM by Taylarie
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.]