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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.
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.
Londberg21
Contributor
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3 Messages
8 years ago
@lizdance40 any suggestions here? Thanks so much! We really can't afford to eat this $
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formerlyknownas
ACE - Sage
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117K Messages
8 years ago
Read section 2. https://www.att.com/legal/terms.wirelessCustomerAgreement.html#howDoIResolveDisputesWithAtt
You have arbitration and can send a written dispute letter to ATT. Address is in section 1.4.
Please try once more to resolve without this trouble by sending copies and information to @ATTMobilityCare. Have the letter ready to mail if they don't resolve in 2 weeks.
good luck....
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greyrocker
Contributor
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1 Message
7 years ago
My online account was also hacked into while I was out of the country. I received and email thanking me for my order of a new iPhone 7. In the email I was told I would recieve 2 more emails; one when the order was transferred to picking and another when it shipped.
The order was accepted even though it was being shipped to an address that was not my home, but it was in the same zip code. Amazing to me.
I tried numerous attemts to cancel the order with no acknowledgment. Tried to call, but it was past normak buisness hours. Got up at 6:00 AM to call and the lines were still not open, but was able to get on a chat with a rep and they finally were able to transfer me to fraud.
The fraud department tried to cancel the order, but could not as it had already gone to order picking. The told me I was not going to be charged for the phone and they would ibtercept the order once the tracking number was obtained.
I did not have an access pin on my online account, only on telephone contact. So all of you out there add a PIN to all areas of AT&T access.
In the end the phone was delivered and someone got a top of the line iPhone for free. Still amazes me AT&T would ship to an alternate address without any question and not allow me to cancel the order in the I did not place it. So they just write it off and now I am stuck with all the footwork to protect my idenity through credit agencies and changing all my passwords.
Of course I am grateful to not have to pay for the phone, but I would hope AT&T would beef up the security a little and question orders not being shipped the account home address.
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formerlyknownas
ACE - Sage
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117K Messages
7 years ago
@greyrocker
THANK YOU!!!!!!
The unique PIN code is a lifesaver. I was upset when it was no longer required, optional for sign in to online account and My ATT app.
Without the PIN code, anyone who hacks your email can access you account and change your password, order phones from 3rd parties. The most common is direct from Apple.
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aqcheryl
Contributor
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1 Message
7 years ago
@greyrockerAre you sure you were not charged? EXACT SAME THING happened to me and I was told it was removed by the fraud dept and that I wouldnt be charged...guess what I just found on my bill!
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lovingless
Contributor
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2 Messages
7 years ago
On 10/20/16, I paid off my husband's AT&T Next Installment Plan....on 10/26/16, I went online to AT&T to begin upgrading 2 out of 5 phones. The payoff was not applied to the installment plan to so began a chat with an AT&T Rep. I could see that the payment was on my account...after she found the payment, she said it was applied as a regular bill payment (which fyi, wasn't credited to our account!) Like I said, she was very nice, BUT she basically told me I didn't go through the "appropriate" place to payoff an Installment....I'M NOT STUPID! I KNOW that I did! *deep breathe & let it go"....she "reversed out" the payment I made on 10/20/16 and walked me through the "correct steps" (same thing I had done)....I had to PAY AGAIN (which of course came out of our bank account immediately) but I wasn't seeing a "refund". She assured me that we'd see the money returned in a couple of days and that she made note on our account. Yesterday, one of my daughters' phone quit..(cracked IPhone...2nd time after being fixed) She decided to use her saving and pay it off...I got an email saying the payment had been made. Today I got a text saying my PASSCODE had been changed and that if I didn't do it, to dial 611. After varifying no one change it with my 2 older children and my husband, I called 611. The lady seemed to be concerned....FYI: I HAVE 2 OTHER ACCTS LINKED TO THIS ACCOUNT! She asked me if I knew what my code was....ummm...I know what it's SUPPOSED TO BE! So I gave her that, name on account (mine) and she said the that was not what she had....and that she couldn't get into my account without it. She asked me a "SECURITY QUESTION"....I've had this account since 2009....I'm sure I have the answer written down somewhere but I have no clue what the answer is...if I knew APPROXIMATELY WHEN I set it, I could possibly figure it out....because I couldn't didn't answer the question correctly, the ONLY way to "fix" it was to PHYSICALLY go to an AT&T store and show them my ID....I appreciate the "security measures"...BUT she became rude....no longer would help me! I have 3 accounts set up with this log-in that obviously if it's been "hacked", they have ALL info they need....she wouldn't even verify my address! I not only have a SECURE PASSCODE, my email sends me a notification that I have to approve through my cell phone in order to login, ALSO....I have AT&T accounts set up to send me a verification code that has to be entered to change ANYTHING on my account! SO HOW DOES THIS HAPPEN?! I was able to get into our other 2 linked accounts but they've obviously locked my OLD WIRELESS ACCT (I was given a "new account" number when we bundled so the actual acct that was compromised, isn't the "active" wireless acct....I'm not really sure what or why I was given another account....MY ISSUE IS THIS: When I was checking with the family regarding chargin the passcode, I found out my daughter was told that they "were having problems getting it posted to her Installment Plan and that they would have to figure it out"....SHE PAID $250 but wasn't able to upgrade because it was still showing her installment plan as active. Because I had gotten an email saying payment was made (ON THE "NEW ACCT" #), I checked and it's showing her plan is paid off! BUT MY HUSBAND'S IS STILL SHOWING UP! It seems to me that the problem is AT&T seeing as if the payoff's aren't getting processed correctly (on THEIR SIDE) and conveniently, my "originial wireless" acct is locked....MY DAUGHTER HAD TO HAVE THE PASSCODE YESTERDAY IN ORDER TO PAY HER INSTALLMENT OFF!!! And we still haven't received an refund NOR is my husband's payoff processed....OH & now there's a "recent activity" charge that's been added to our bill! BUT STILL NO CREDITS FOR OVER $300 PAID ON INSTALLMENT PLANS!!! If I could "conveniently" jump up and run to a close AT&T store....I would have gone to do the upgrades!!!! After having this account for over 7 years, with all the original phone #'s, you'd think they could be a little more helpful! I'm sure there's more for me to gripe about but I'm so frustrated I'm sure I've already repeated stuff! UUGGHHH!!!!
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formerlyknownas
ACE - Sage
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117K Messages
7 years ago
@lovingless
Do you have unified billing? (Combined Uverse, direct tv and wireless for a discount). If so, this has been a problem for many customers in paying off Next or upgrading phones. If this is the problem, de-combine/un-unify your accounts to regain control of the wireless account. It can take 2 weeks.
Send a message through the forum >> @ATTMobilityCare for help
1. ONE person....Only one person should have access. It isn't a matter of trust, but of organization.
2. Records. I don't know about you, but I have far too many accounts, passwords, security questions to remember it all. I use a password app, synced through Dropbox to all my electronics. I only have to remember the one password to access all my records.
3. Email, as in secure yours. If someone hacks your email it's easy to reset passwords and access your accounts.
4. A little paranoia. I change the 4 digit pin every time I use it in a store. I'm asked to give the number and I don't know who is listening or how carefully my account is guarded. I've changed it 3 times this year because all my lines are upgrade eligible.
Without the PIN nobody should have access to even question your account balance. Going in to prove your identity is a nuisance, but at least your account is secure.
Your online bill may not show adjustments. Once a bill is posted, it can't be changed, you would have to call to know what adjustments are pending. But it should allow you to upgrade, unless the idiocy we call unified billing is messing up the works.
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formerlyknownas
ACE - Sage
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117K Messages
7 years ago
@lovingless
I keep re reading the middle portion of your post. Please call 611 and ask for Fraud. I'm really concerned someone has accessed your accounts.
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lovingless
Contributor
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2 Messages
7 years ago
@lizdance40
The 1st thing I did after verified no one had changed the PIN was call 611. (Which is what the text I received informing me that my passcode had been changed said to do if I didn't change it) She verified that the PIN wasn't what I set. She asked me my security question and besides having the account since 2009, I was panicking (I have anxiety/mental disorders and I am on disability because of it) and my brain was all over the place freaking out because the "main account #" (which was previously my indiviual wireless account, and although it shows current usage, etc, it isn't the "billing account") is linked to 2 other account #'s...1 is our "new wireless billing", etc acct....the 2nd is our tv/internet bundle. When I couldn't remember the answer to the security question (there's more than one on EVERY account I've ever set up) she asked, I asked if she could ask me a different one....she literally ignored me after she told me I needed to go to AT&T....WHY DIDN'T SHE SEND ME TO THE FRAUD DEPARTMENT?! She was rude and didn't give 2 s**ts not only about a possible hack on a customer's account but that I was OBVIOUSLY calling because something wasn't right!
I went back to my computer, clicked forgot PIN...there was 4 separate steps...text to my cell with a verification code to enter, personal information and also a "security question"...which said "This could be your fav" with 4 different options! I answered it correctly and got to the screen to change PIN....BUT because I called 611, I assume they "locked" my account....so an error message came up....I WAS ABLE TO GET INTO MY 2 "REAL" ACCOUNTS! I changed my ID and password....HOW? Because I clicked the button to not ask me the PIN code....I can see my wireless and bundled account. But am unable to do anything pertaining to my wireless. I USE THE "ATT CHAT" BY PREFERENCE...WHY? Because I can have the transcript of conversations emailed to me! I have learned that when it comes to ANY AT&T accounts, it's best to have PROOF of the "offers"....we have SEVERAL "free/discounted offers" that were told we were getting and STILL haven't received or I'm "fighting" billing because of! The down side to CHAT....they are individualized by department....BUT THEY DO NO TELL YOU THAT FROM THE START! So I have to go through at least 3 different CHAT REPS just to get ANYTHING accomplished! I spent 6 hours chatting (after speaking with 611), got transferred 3 times...was "on hold" for about 45 minutes...& when I was finally connected to a specialist (who was polite and wanted to resolve ALL my issues NOW, and even said she was going to find "cheaper options" to keep our business...), she was going to put me on hold to review the chats....we were disconnected....the "survey" afterwards, I put in the comments that after 2 weeks of PATIENTLY waiting on our account to get processed correctly and 6 hours on Chat, that I WOULD NOT "reopen" the chat and start all over! They knew how to get ahold of me and they could contact me WHEN my accounts were fixed!
I do not believe out account was "hacked"....I think the AT&T store my daughter went to screwed up and in the process of them trying to "fix" her payment/installment account, our PIN was changed....And I HAVE to have other authorized users because I have 4 kids (2 over the age of 18) in which 2 live 80 miles away from us. They always contact me when they have a problem with their phones to ask me what they should do. (Prior to authorizing them, I would just get on the phone with the employee and give them the information....)
AT&T has and is continuing to take on more than they can chew! Prior to them buying DirecTv, I had NEVER had a problem with them. They helped me & my children MANY times.....now.....there's not enough Indians, and too many Chiefs!
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formerlyknownas
ACE - Sage
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117K Messages
7 years ago
Ok....sorry, I skimmed it, not going to read all that.
I gather you do have combined billing. It saves you $120 per year ($10 a month discount). But creates the headaches you are experiencing. Prevent buying new phones, paying off Next buying phones from other retailers like Best Buy.
Unified billing is something they did after buying Direct TV. The two companies are not playing well together and not working as one. Yes, it's a nightmare for wireless. No, it's not worth $120 per year.
To simplify your life, have accounts un combined. This will stop the problems you are having with wireless.
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