Employee
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1 Message
Unauthorized user and upgrade
I am the primary account holder on the At&t account. My wife is an authorized user. I have a pin code (not the last 4 of my SSN) set up. Today, my wife received 2 texts back to back saying thanks for your payment. Both for $179.00 with a Visa card. This immediately threw up flags because 1) we hadn’t payed the bill yet 2) we don’t have a Visa card 3) when we do pay the bill, the text comes to MY phone and not my wife’s.
My wife called to inquire and they wouldn’t speak to her because she’s not a user. She called me on 3-way and the agent asked for my pin code. The code, that I knew was correct, wasn’t. I was able to reset it by answering a series of questions. We then learned that my wife was no longer a user and had been replaced by someone named Ana. While on the phone trying to get information, my wife’s cell lost service. 2 minutes later I get more texts saying my pin code had been changed again. I didn’t request these. My phone lost service moments later and I was unable to log into myATT.
We we went to the At&t store and, to make a long story short, we learned that an upgrade was made at an Apple store in Georgia. We got new SIM cards, deactivated the ones the crooks had, reset my pin and locked myATT.
Has as anyone been through this? How did they gain access to my account and add a user? How did they delete a user? How were they able to purchase upgrades without our knowing at a store in Georgia? What other precautions should we take?
Sorry this is so long. Thanks in advance.
*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.
ATTHelp
Community Support
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231.3K Messages
6 years ago
Good evening @Mpstone,
It is my understanding you have some concerns about some changes made on your account, and rightfully so. This is definitely something we need to address. I will do my best to assist you with this matter.
Please check your Forums inbox. You should find a private message from me.
Thank you for contributing to the Community Forums, and have a spectacular weekend!
Anthony, AT&T Community Specialist
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Cindy0624
Contributor
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1 Message
6 years ago
Similar case today. Acct was hacked and unrecognized user was added as authorized user. 2 phones with unauthorized upgrade cannot work with sim error. Suspended the number and Found recent activity summary that contract was renewed, 2 phones upgraded to iPhone X via spring Mobile in Fresno. Called customer service, 2 ladies were very helpful but fraud Dept was closed and cannot be reached to address issue immediately. Very frustrating
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formerlyknownas
ACE - Sage
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117K Messages
6 years ago
@Cindy0624
I forwarded your post. Please look for a private message
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95patriot95
Contributor
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1 Message
5 years ago
Same thing happened yesterday to me. My son got a call that att was upgrading their cell towers and his service might be down. They texted him a security code twice in a row and needed the codes to prove they called and told him. He gave the caller both codes. Now neither of our phones work and att said the crooks got two phones sent to Pennsylvania. We live in CA. Fraud department is closed so we have no service till we can get into a store and get new SIM cards. So infuriating.
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formerlyknownas
ACE - Sage
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117K Messages
5 years ago
Actually NOT the same thing. In the first post the person had their account hacked. In your case your son allowed himself to be phished.
Here’s what AT&T says:
1. At&t will NEVER call you.
2. At&t does NOT call customers or notify them of tower work or outage.
3. Never under any circumstances give out any information if a business calls you. Hang up and call them. Guaranteed it’s fraud.
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