Suspected fraud has made my mother unable to upgrade.

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Suspected fraud has made my mother unable to upgrade.

Hello.

 

As the title says there was some suspected fraud on my ATT account in the way of a false upgrade.

 

It goes like this;

  • My mom bought an iphone 3gs two years ago, thus making her eligible for an upgrade now.
  • We go to the store and the sales person (David at the I-40 store in Amarillo, Texas) told us that she had already upgraded.
  • She showed him that she still had her iPhone, and that she has not upgraded.
  • He looks into it and sees that a person in Washington state had "upgraded" my mother's phone to an Inspire 4G back in April 2011.
  • (on an unrelated note, I did an early upgrade in may or April to an inspire 4G, but my IMEI is different from the one in question.)
  • David recommended that we call the ATT fraud department to see if we could do anything about this.
  • My mother calls them and they say no, they can't do anything about it.
  • The whole conversation lasted maybe five minutes.
  • (David had also worked quite hard to see this resolved and was quite distraught when they told my mother this.)
  • My mother now has to wait until April, 2013 to "upgrade" her phone.

 

I was just hoping that this is untrue and that ATT can do something about this., as is quite a bad business practice to shoo off a customer with a problem such a as this.

 

I am hopeful that ATT can resolve this issue.

I mean, who would have a whole department for fraud investigations and then not have them do their job?

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Re: Suspected fraud has made my mother unable to upgrade.

[ Edited ]

ichiar wrote:

Hello.

 

As the title says there was some suspected fraud on my ATT account in the way of a false upgrade.

 

It goes like this;

  • My mom bought an iphone 3gs two years ago, thus making her eligible for an upgrade now.
  • We go to the store and the sales person (David at the I-40 store in Amarillo, Texas) told us that she had already upgraded.
  • She showed him that she still had her iPhone, and that she has not upgraded.
  • He looks into it and sees that a person in Washington state had "upgraded" my mother's phone to an Inspire 4G back in April 2011.
  • (on an unrelated note, I did an early upgrade in may or April to an inspire 4G, but my IMEI is different from the one in question.)
  • David recommended that we call the ATT fraud department to see if we could do anything about this.
  • My mother calls them and they say no, they can't do anything about it.
  • The whole conversation lasted maybe five minutes.
  • (David had also worked quite hard to see this resolved and was quite distraught when they told my mother this.)
  • My mother now has to wait until April, 2013 to "upgrade" her phone.

 

I was just hoping that this is untrue and that ATT can do something about this., as is quite a bad business practice to shoo off a customer with a problem such a as this.

 

I am hopeful that ATT can resolve this issue.

I mean, who would have a whole department for fraud investigations and then not have them do their job?


Reach out to one of the Community Managers here.  Jamileh can help you.  Send her a private message and she will try to do what she can!  There are no guarantees but she has helped lots of folks here!

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Customer Support: 1-800-331-0500

Information on iPhone unlocking can be found here by copying this link into your browser:
https://www.att.com/deviceunlock/client/en_US/
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