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Fraud Department

Last Thursday, I called 5 different times to report fraud. I was  on hold for a total of 2 hours or more. Friday, I was on hold for about an hour. Today, I have been on hold for over 1 hour and 26 minutes. What is up with that? Why can't we make a fraud report online? This is totally unacceptable!!!  I am disgusted and I cannot wait for my contract to be done so I could apply for an account elsewhere.  First of all, I don't know how the person who ordered 2 iPhones under my name was able to get all my identity including code to place this order. Seems to me like an inside job.

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Message 1 of 124
Tutor

Fraud on Account -- AT&T not answering -- UPDATE

I have a regular wireless account with AT&T and have for 15+ years.  I received an email from AT&T yesterday confirming an order for a new phone on my account.  Only problem was that we did not order a new phone.  The phone was being shipped to an address in Oveido, FL.  I live in the Chicago area.

 

Long story short.  I have been transferred among various customer service related personnel (many of which were helpful but misdirected me terribly), but no one has been able to resolve the problem.  I spent a total of 2 hours on hold last night trying to reach the AT&T fraud department.  Today, I have spent now 3.5 hours on hold trying to reach the fraud department.  I have also tried reaching supervisors in the customer service department this morning; they were supposed to call me back long ago.

 

UPDATE

 

After almost 2.5 hours, I reached someone in the fraud department who was able to assist.  They reversed the upgrade and sent a confirmatory letter stating that I would not be responsible for any changes, etc., associated with the order.  Thank you!

 

The individual confirmed that the upgrade request had been submitted online via myATT, which is alarming.  It is also alarming that an upgraded phone can be shipped to an address that is not associated with the account.  

 

Message 2 of 124
Contributor

Re: Fraud on Account -- AT&T not answering -- UPDATE

Im having the same exact issue. I’ve been on hold for more than 5 hours total over the last two day. 

Message 3 of 124
Contributor

Re: Fraud on Account -- AT&T not answering -- UPDATE

I have the same issue.  Someone used my online account to order an Ipad Pro and ship it to Philadelphia PA.  I have been to my local store, have been on hold for 4 hours on Saturday, supposedly spoke to fraud on Sunday and I'm back on the phone for another 3 hours now.

Message 4 of 124
Community Manager

Re: Fraud on Account -- AT&T not answering -- UPDATE

@shartman @antoniog1978

 

I sent you a private message with some very important information, please check it and reply back if you still need help with your account.

 

Thank you,

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

*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 5 of 124
Community Manager

Re: Fraud Department

@crsfructso

 

I sent you a private message with some very important information, please check it and reply back if you still need help with your account.

 

Thank you,

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

*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 6 of 124
Teacher

Re: Fraud Department

Im going through the exact same thing and still havent been able to get a hold of anyone.  Not sure how they would have all my information.  How would they have my passcode, password, email.. etc..

 

 

Message 7 of 124
Teacher

Re: Fraud on Account -- AT&T not answering -- UPDATE

Going through the same thing.. ive probably been on hold for about 5 hours all together and still counting.  No one answeres.  Ho help getting this resolved.

Message 8 of 124
Contributor

Re: Fraud on Account -- AT&T not answering -- UPDATE

Going through the same as well last night (12/11/2017) from south California, the fraudulent order placed and ship to FL... 
I've tried to cancel the order online, and it showed the order was canceled, but then ATT still sent me notification the shipping was out... 

 

Fraud protection team's number is not answering, they kept transferring me, and put me on hold for more than 4 hours now.

Message 9 of 124
Contributor

Re: Fraud on Account -- AT&T not answering -- UPDATE

Same here, a fraudulent order was placed and shipped to NY. I've been on hold for almost 3 hours so far and haven't gotten through yet. There is nowhere online to cancel the order. 

Message 10 of 124
Anonymous
Not applicable

Re: Fraud Department

EXACT same thing is happening to me, yet they got an iPhone 8 Plus and a Note 8. Been on hold now for 2 hours. I am FURIOUS. AT&T has the absolute WORST customer service. 

Update - took an hour and a half to get through to the fraud department but once I did, they were very helpful and worked quickly. 

Message 11 of 124
Tutor

Re: Fraud on Account -- AT&T not answering -- UPDATE

Help! Me too! My husband and I have both been on the phone for hours today and no one at Fraud Prevention is picking up. Someone broke into our web account and ordered an iPhone X sending it to New Jersey, we live in WA. We called/chat/visited store and a manager said he would stop the order. Well, the order went out anyway. This is a fraud issue and yet how can we fix this when your fraud people do not pick up??!!!

Message 12 of 124
Anonymous
Not applicable

Re: Fraud on Account -- AT&T not answering -- UPDATE

Experiencing the same thing. Been on hold for 2 and a half hours. This is absolutely ridiculous. Apparently this is something that AT&T did, since it has happened to MULTIPLE PEOPLE. What I want to know is how I'm going to be compensated for all the time I'm spending on hold!!!

Message 13 of 124
Contributor

Fraud Department

I have been an ATT customer for over 10 years with 6 phones on the account.  3 days ago someone tried to buy 3 iphones (1 X, 1 8 plus and 1 8) from a store in Bethlehem, Pa.  They tried 3 of my credit cards and one went through.  This is how I found out because they depleted my bank account.  Then I got an email from ATT saying that my account had been paid in full, the email listed the last four digits of a bank account (not mine).  I immediately called att to cancel the phones, which the they did, but only 2 not the 3rd.  Then I was told that I had to speak to the Fraud dept., but that they were closed. I called the next day was on hold for 2 hours and had to go to work.  Call again transferred to Fraud again on hold for 1 hour and a half, Called the next day on hold 3 times for 2 hours each.  Was also told that a supervisor would get  through and call me, never happened.  A phone was delivered but not to my address, don't know where doesn't show in Fed Ex.  I have cancelled my credit cards and will file a police report tomorrow, but really does ATT not care?  This was done in a store, not online not over the phone.  I really want to know how?

Message 14 of 124
ACE - Sage

Re: Fraud Department

Please read here.   https://forums.att.com/t5/Wireless-Account/Contacting-Fraud-Department-through-the-Forums/m-p/535018...

 

(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.
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*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 15 of 124
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