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About a year ago I was helped by the fraud department. Someone had ordered 2 IPhones on my account. Thankfully I noticed this b4 they were delivered and the rep completely took care of my account. She suggested I not only change my password but to also put a 2nd passcode on my account.

No problems since then until we switcbed  to a data share plan about 6 months ago. On 2 of my lines I have installment plans for new phones ordered and am not receiving the $25 discount for Mobile Share Value Savings. Undrestand. But, on my line the fraudulently ordered phones are preventing that line from getting the discount.

So, I called and received a credit from one rep several months ago. I thought it had been took care of and would not see this again. But, a couple of months ago it showed up again. I have chatted on line here with reps who after 30 minutes both seem to end my session.One even told me he had given me a $25 one time adjustment and the problem would be escalated and the fraud deplt would call me within the hour. Never did get a call.  Even went in to my local store and after 20 minutes he told me I would have to contact the fraud dept. But guess what?? Not him or his supervisor knew a # for that. Said I would have to call the general 800# to be transferred .

I just want it to be corrected. If I have to call each month I will. No problem, But, I need to know how to do this.

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Message 1 of 5
Former Employee

Re: Fraud

@pbear37042 , thank you for your post, we'd like to look into this for you. We're sorry you've had so much trouble getting this resolved. We have a great team of specialists who will contact you within two business days to help you with this issue. Please send us a private message by clicking here, including your name, account number, contact information and the best time you can be reached.


We'll do what we can to help!

Message 2 of 5

Re: Fraud

Thank you....Will do..


Message 3 of 5

Re: Fraud

I haven't received a reply back or contact..... It's been 3 going on 4 business days...Not really surprised though...I worked for this company for 15 years and ended in the Trouble Resolution and Error Correction group before changing work environments...I would have never let my customers go this long without some type of contact....

Message 4 of 5
Community Manager

Re: Fraud


Hello @pbear37042 


i'm very sorry for any confusion. I see that one of our managers sent you two emails in the past few days, please look for them in your email, sometimes they might get moved to a spam folder.


Please let us know if you have any other questions.


Thank you,




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Message 5 of 5
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