Tutor
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4 Messages
Use of SSN to establish account.
I walked into an ATT Mobility Store today to establish an unlimited service account for my Samsung Galaxy S7 Edge (in-hand). The rep was more than happy to assist me, but when I refused to provide my SSN I was told that AT&T requires it. I pointed out that the Code of Virginia, of which I am a resident, Title 2.2. Chapter 38. para 2.2-3808 "Collection, disclosure, or display of social security number.", enacted in 1976 states:" A. It shall be unlawful for any agency to:
1. Require an individual to disclose or furnish his social security number not previously disclosed or furnished, for any purpose in connection with any activity, or to refuse any service, privilege, or right to an individual wholly or partly because the individual does not disclose or furnish such number, unless the disclosure or furnishing of such number is specifically required by state law in effect prior to January 1, 1975, or is specifically authorized or required by federal law; or
2. Collect from an individual his social security number or any portion thereof unless the collection of such number is (i) authorized or required by state or federal law and (ii) essential for the performance of that agency's duties. Nothing in this subdivision shall be construed to prohibit the collection of a social security number for the sole purpose of complying with the Virginia Debt Collection Act (§ 2.2-4800 et seq.) or the Setoff Debt Collection Act (§ 58.1-520 et seq.).
The sales rep told me that the SSN was "AT&T's law" which did not humor me, and was more than happy to let me walk out the store. Before I left, I asked for the manager's card and a number to call.
I started calling AT&T before 10:00 a.m. and finally got to talk to a CSR at 10:11. After explaining the circumstances, and citing the Virginia Law, I was passed to six (6) different CSRs and Supervisors (where I thought I was making progress). The final CSR in Mobility read the policy that stated AT&T "requests" a SSN, but nowhere in the policy did it state that a SSN was required to establish an account. Biggest excuse is that it is needed for a credit check, which is not true. Credit checks can be accomplished on a valid home address or a valid state vehicle operators license (both of which were provided). More importantly, the SSN is not a form of national identification and is used to report earnings to the IRS as it's only secondary function.
Now, having been in the military for 20 years, I understand the provisions of the Privacy Act of 1974. More importantly, after having my identity data stolen on multiple times (to include the largest U.S. Government data breach), I am not prepared to just give away my SSN. When I asked for a copy of AT&T's privacy document for PII, the CSR was clueless.
So my final transfer was to ATT Mobility so I could set up an unlimited pre-paid account (which I really do not want) so I could order a SIM card and establish an account. To my surprise, I got a system that wanted my ATT Wireless Phone number and would not transfer me to an agent. The system hung up on me at 12:00 p.m., the end of my marathon call for service.
So I am posting this to the community so hopefully a CM will contact me and help me resolve this issue. I need this service because some places I travel to does not have good Verizon wireless service and a second provider (in this case - AT&T does). As a point of interest, Verizon does not require SSN's in Virginia, as well as other wireless providers.
I believe that my only other alternative would be to file a complaint with the Virginia State Corporation Commission for assistance. The easiest solution is to re-code the software to leave an SSN as an optional item and do the credit check on an address or driver license number. Customer satisfaction will rise, and more services will be sold. Today's AT&T customer satisfaction rating from consumeraffairs.com is less than 1.5 stars out of 5. In fact, the Google store ratings were 2.1 of 5, and that should have alerted me not to go there. Not a good sign.
Accepted Solution
Official Solution
ATTHelp
Community Support
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231.3K Messages
7 years ago
Hello @erw0613,
I definitely understand not wanting to give out your Social Security Number; especially given past experiences, and wanting to protect your identity. We will be happy to have you join the AT&T family. It will be my pleasure to help you!
You definitely have the ability to sign up as a prepaid customer, I will be more than happy to help you set up your prepaid account. A couple of awesome perks with prepaid accounts is you do not need a Social Security Number, or a credit check to open one. We offer various prepaid plans, as well as international international prepaid options for just about any lifestyle and needs!
Thank you for your years of service to our country! Have an amazing day!
Katherine, AT&T Community Specialist
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Xcustmr
Contributor
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2 Messages
6 years ago
I just left the ATT in my town in Texas. I felt the same. Yes I could do prepay to avoid giving them my number, but if I did that, they wouldn’t let me upgrade (keep in mind I’m buying the new iPhone X with full payment for it) vs just paying the old one off which would cost me $174 extra! Basically they held me hostage—either pay $174 more or give them my social security number. I call that extortion!
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Xcustmr
Contributor
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2 Messages
6 years ago
Update—they told me I had to wipe my old phone and give it to them in order to upgrade. Not true! Too late, they took my iPhone 7plus. True it ‘cost’ me less this way, but they gave no explanation before hand. The young man who helped me didn’t like my comments on the SSN issue, and when he tried (unsuccessfully) to help me back up my phone on my computer, he said he wasn’t supposed to help with me that, but said he was doing it anyway because I was ‘completely hopeless’ and I should be ‘grateful’ for his help. Overall I feel I violated over the social security issue and disrespected.
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erw0613
Tutor
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4 Messages
6 years ago
SSN, especially when the intent of the SSN was to 1) enroll people in the
social security program, and 2) when it became the taxpayer ID number. Both
federal and state agencies are removing SSNs from their systems and
programs where the possibility of disclosure and identification compromise
can occur. Just look how bad the government programs have been with leaks,
of which I am an effected member.
In Virginia, it is illegal not to provide services if a customer does not
disclose a demanded SSN. My life is not long enough, nor do I have the
inclination, to take them to court. I settled for a prepaid account, placed
it on automatic billing (and received a saving on my monthly bill) and went
on with business as usual. Of course, I walked in with my new phone in hand.
As for the clerks, they are really ignorant of the laws and will pass you
up the chain to higher levels. Their job is on the line, or the system will
not create an account if they do not. But the reply to you for providing
assistance was out of line, and unfortunately, is common with sales drones.
His favor is his job. I would get that rat's name and file a complaint with
his supervisor and ATT customer service.
Hope you are enjoying your new phone.
erw0613
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sandblaster
ACE - Expert
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64.7K Messages
6 years ago
@erw0613 Postpaid service requires a credit and there is pretty much no way to do a credit check without an SSN. You can blame the credit industry for that.
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MicCheck
ACE - Expert
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14.2K Messages
6 years ago
You mean they provided you service, in accordance with the law.
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erw0613
Tutor
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4 Messages
6 years ago
Last employer, home address, current phone numbers all work. As a near
relative worked for the SSA, I have read all the policies and regulations.
I agree the credit agencies demand this, but in Virginia it is illegal to
refuse services based upon SSN denial. ATT's out is that they offer
prepaid services as an option. When the American public get tired of SSN
abuse, something will finally be done about it.
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MicCheck
ACE - Expert
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14.2K Messages
6 years ago
Obviously I've not read the entirety of Virginia law, but this seems to indicate otherwise: https://law.justia.com/codes/virginia/2006/toc5901000/59.1-443.2.html
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Yesndeed
Contributor
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1 Message
6 years ago
Why is check out telling me my social security number is not right went it is
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gvrave1
Tutor
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2 Messages
5 years ago
Good for you in not giving out your SS#. Just very recently I became a victim of identity theft and my social security number / name were used to open up a fraudulent AT&T account. Of course, another address was used and the first time I discovered the identity theft was when a collection agency put the delinquent account on my credit report. I am now in the process of fighting this. I spoke with 3 AT&T employees (2 fraud department 1 collections) about the situation. Out of the 3 only one knew what they were doing. The other 2 were totally incompetent. AT&T is now investigating it through their fraud department as well as 2 government agencies. I am now in the process of discontinuing my customer relationship with AT&T after over 30 years.
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