Fraud Issue as a new ATT customer

[MsRandall]

Set a password on your account, after all that crazy stuff, I set up a password on my account. If u claim insurance, they will ask you for a password and the last 4 of your social. That will add another level of security to your account

I had a password on the acct that the problem - if you set a password anyone even if they are NOT listed anywhere on your account will have access to your acct and can make changes

John Randall was NOT listed but verified the acct password I set up which has to be stupidest policy ever

It should be listed as an authorized user and can verify the password

 

[rui no onna]

I had a password on the acct that the problem - if you set a password anyone even if they are NOT listed anywhere on your account will have access to your acct and can make changes

John Randall was NOT listed but verified the acct password I set up which has to be stupidest policy ever

It should be listed as an authorized user and can verify the password

You know, I don't believe we have a password set on our account. Funnily enough, it looks like that way's more secure. What happened to you seriously looks like an inside job.

 

[MsRandall]

You know, I don't believe we have a password set on our account. Funnily enough, it looks like that way's more secure. What happened to you seriously looks like an inside job.

As I said before I work for a global utility company in a large call center - if a person is not listed on the account but have the acct number and a password we can give them the balance only. They can not make a change on the acct even if they are the customers spouse without the authorization of customer.

Our reps get cussed out and disrespected daily for this policy but after the nightmare on my acct - -that policy is an excellent security to protect our customers accounts

 

[617aircav]

This is on AT&T. A person who was not listed on the account, was allowed to make changes to the account. Not your fault. And I thought deductibles had to or paid over the phone at the time of claim. Somebody messed up at AT&T. You deserve compensation big time, like 6 months of free service.

 

[maliu]

On Verizon I have to have an account pin as well as add on anyone other than myself to make any changes on the account. ATT sounds messed up.

 

[rablat]

This is on AT&T. A person who was not listed on the account, was allowed to make changes to the account. Not your fault. And I thought deductibles had to or paid over the phone at the time of claim. Somebody messed up at AT&T. You deserve compensation big time, like 6 months of free service.

Deductibles on AT&T are put on your wireless bill.

 

[yg17]

There's a phishing scam going around where you get a call with a recording telling you they're from AT&T and you can get a $200 credit on your bill by going to some website (that's not actually att.com) and logging in with your AT&T username and password. Nobody in your family got that call and actually fell for it, did they?

 

[maflynn]

I opened the account at a cooperate store with a rep I have known for awhile because my other son used to work for ATT about 3 years ago

I still believe the key is the rep who asked me to set up a password on my account.

I would never set up a password with someone on the phone, and this is typically against most companies polices. Are you sure you were talking to an ATT representative?

If I got a call from a fraud specialist asking for a lot of personal information and/or account information, I'd hang up and call the main number and request support. I never give out info on a cold call.

 

[MsRandall]

There's a phishing scam going around where you get a call with a recording telling you they're from AT&T and you can get a $200 credit on your bill by going to some website (that's not actually att.com) and logging in with your AT&T username and password. Nobody in your family got that call and actually fell for it, did they?

Nope no one had that call and they do know my password to access the account

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I would never set up a password with someone on the phone, and this is typically against most companies polices. Are you sure you were talking to an ATT representative?

If I got a call from a fraud specialist asking for a lot of personal information and/or account information, I'd hang up and call the main number and request support. I never give out info on a cold call.

Actually the company I work for allows agents to set a password for a customer too

You might think that is secure but you have to verify the password with the rep so any rogue employee still had the ability to write it down and access your acct

When I set the password it was the agent that suggested it - I was simply calling for information on how to stop all the ATT marketing text messages - the fraud department mentioned the call and time frames so it was an employee

As for the fraud rep call my husband gave her my number to call me but she didn't - I used the number he gave me to call fraud - they never called me just after calling him shut the phones down

 

[Wide opeN]

So what's the status of everything right now!?

Are you on AT&T will you be staying, or are you going back to Verizon!?

What has AT&T officially said up to this point!?

 

[maflynn]

When I set the password it was the agent that suggested it - I was simply calling for information on how to stop all the ATT marketing text messages - the fraud department mentioned the call and time frames so it was an employee

Did you set it from a call from ATT or when you called ATT. I've received phone calls that asked for personal information and there's no way to verify that they are who they say they are.

I'd rather call the company directly. Aside from that, I still think is a bad idea to tell someone on the phone your password, regardless if it is ATT or not.

 

[MsRandall]

Did you set it from a call from ATT or when you called ATT. I've received phone calls that asked for personal information and there's no way to verify that they are who they say they are.

I'd rather call the company directly. Aside from that, I still think is a bad idea to tell someone on the phone your password, regardless if it is ATT or not.

When I set the password it was the agent that suggested it - I was simply calling for information on how to stop all the ATT marketing text messages

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So what's the status of everything right now!?

Are you on AT&T will you be staying, or are you going back to Verizon!?

What has AT&T officially said up to this point!?

My ATT services are on - My bill is $581.xx. The Office of the President Team is reviewing my complaint. I will not be able to port back to Verizon until my son who is in the military is back from his deployment as his phone is with him. He will be back home at the end of this month.

 

[Tiger8]

Sorry a loooong read:
Sorry for the vent ....but I do feel better.

Sorry to hear that. But there is something you can do, complain to the better business beru, also more importantly since this has to do with fraud and credit, you should check if CFPA.org would help.

i used CFPA for my mortgage (Bank of America sold my loan and the new company forced duplicate insurance) and they were OUTSTANDING. I had the president's office of the new company call me and apologize.

You have a very strong case, it's obviously AT&T's fault since whomever it is that called to add insurance and request insurance is not you. It is a loophole in their system and they are making the customer pay (as usual).

Thank your son for his service!

 

[Applejuiced]

Sorry to hear that. But there is something you can do, complain to the better business beru, also more importantly since this has to do with fraud and credit, you should check if CFPA.org would help.

i used CFPA for my mortgage (Bank of America sold my loan and the new company forced duplicate insurance) and they were OUTSTANDING. I had the president's office of the new company call me and apologize.

You have a very strong case, it's obviously AT&T's fault since whomever it is that called to add insurance and request insurance is not you. It is a loophole in their system and they are making the customer pay (as usual).

Thank your son for his service!

Out of topic but what's duplicate insurance?
They made you pay for 2 homeowners policies?

 

[lordofthereef]

Who paid the $199 deductibles? I thought Asurion would want to collect these up front and not bill you later.

Do they have a record of these being paid?

They are able to tack on the $199 to your bill. At least that is what the AT&T rep told us when we just added my wife's "bring your own device" to insurance since she is a clutz and breaks crap lol.

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When I set the password it was the agent that suggested it - I was simply calling for information on how to stop all the ATT marketing text messages

We set a password too, suggested by an Agent (in store). I was handed the tablet on which they set up accounts and asked to enter a pin. I always change any passwords that I enter from a terminal that is not my own the moment I step out of the building. Now that we have mobile internet, that's even easier to do. All that said, it very well could have been an AT&T employee and have nothing to do with your pin. Just like they are able to get into your account with the minimal information you give them (name, phone number, last four social) they can do that really any time.

I am not blaming you here, but I have to say that I understand where AT&T is coming from. Brand new lines, and all of the sudden three new insurance claims within three days. '
'
Stating that the fact that your husband calls MI was probably stupid on their end... they shouldn't have even said that.

If you are looking for someone to blame though, blame the thieves, and maybe be slightly upset with how the manager handled the call.

I do hope your experience with Verizon is better. My experience with Verizon, while I had them, is they were unwilling to troubleshoot any of the issues I have had. We now have FiOS, and while I love the service, the few times we had issues, we were threatened with a $125 fee if the problem turned out to be our fault. Never heard that from a Cable company before.

Anyway, best of lluck.

 

[MsRandall]

My experience has been less than stellar with AT&T when a fraud rep says your husband of 27 years did this because he calls Mich and has been calling the same number the thieves used for their insurance claim then has to retract it because the numbers are to Flint Mich vs South Field Mich that's bad. The fraud dept also said John Randall called from Wisconsin where I told them my son was deploying out of. I laughed because I said John Randall called before my son left - My son deployed on 3/28 and John Randall called on the 3/21. I told her I can prove he wasnt in Wisconsin on 3/21 with his military travel paperwork. Again they had to retract their finding

Basically the fraud departmernt used information I told them to try to make this fit - that I or someone in my family did this instead of taking in account I filed a police report with the name and address of the shipping address for the insurance claims and that I am trying to clear my name of this crime. We simply dont do stuff like this. So I would be stupid to file a fake police report when ATT wasnt going to press charges and I got 3 free iphones .....


UPDATE: The Executive rep called back and confirmed the investigation has tied my acct to several other accts that have been hit with insurance fraud - no surprise there - I know I am not a scammer or a wireless fraud criminal and neither is my husband, sons or my in laws in Mich. I maintain my position that this was an inside job

 

[869639]

I feel sorry for you having to go through all that as it must have been very frustrating.

But am i glad that I am using prepaid with a paid off phone and my AMEX insurance because really it doesn't get better than that...

 

[jr866gooner]

Did you get sorted in the end?

 

[KUguardgrl13]

This is awful!! I'd seriously go back to Verizon after you've been through this much trouble. Make AT&T not charge you an ETF and allow your numbers to be ported. No one except you should be able to make changes to your account. I'm in college in another state and had to get a new phone last year. I went into the Verizon store in my college town, chose my phone, and they called my dad to verify the change and approve the subsidy on our next bill. Took hardly any time at all to make sure I wasn't a scammer. Just a college kid getting a new working phone with dad's permission.

 

[Rafterman]

Oh please. This story is of no interest except to the parties involved.

Wrong. This is exactly the kind of story local news likes to do, from the "this could happen to you" angle.

 

[MsRandall]

Final Update=

I am now back with Verizon- final straw was my new bill from ATT posted for $720 dollars on last Friday - I immediately called the ATT Exec Team Rep Jason and left a message. No return call - I then started to receive Aursion calls about returning my defective devices on all my lines from the fraud issue.

Verizons WIN BACK Team called me on Wednesday morning. I normally dont answer 800 calls but because I wanted to check to make sure my final bill was in the mail/ I was paperless and never received a final bill and couldnt log on after my port to ATT.

A young lady who verified my account and then told me she was in charge of bring my business and 3 line account back to Verizon. She asked me why I ported and if I was enjoying my ATT service -I explained minus the fraud issue and CS being steps below Verizon the service good but my husband was not at all.

She said she was willing to do what was needed to get my numbers ported back. She reviewed my previous account, verifed the payment hustory and offered - Share Everything 10GB $100 minus my 22% discount, all lines no contract for $15 (3), no activation fees, eft fees reversed, and $100 each line bill credit.

My bill ended up $2 cheaper than with ATT because my employee discount is larger on Verizon and I HAVE A HAPPY HUSBAND.

I finally called the ATT Exec Rep again after he didnt respond to my first call at all -who stated he would try to fix the issues again asap. But to give him a week.

I explained this relationship was doomed by the fraud issue and I am going back to Verizon as soon as we resolve my ATT account. That every month I could not and would not go thru the task of trying to get my bill adjusted. Jason agreed to waive all fees and the MRC and to send me a letter to confirm that he has done that.

I ported back to Verizon- end of saga well hopefully I still havent gotten my resolved letter from Jason

Funny thing my oldest son worked for ATT several years ago and when I had the fraud issue, he advised me that every month I would go thru this and to port back to Verizon immediately after the account was restored. Glad I waited because Tamara on the win back made it worth my time and effort.

 

[zorinlynx]

How do the fraudsters even benefit? Surely once the fraud is discovered any phones they got will be blacklisted.

 

[Wide opeN]

Sorry to see you go, it's definitely AT&T loss.

 

[romeo0119]

So just to let everyone knows about ATT. If you are an employee for ATT, you can access anyone account number as long as the person have their phone number, that person don't even need to know their last 4 SSN or password because in ATT system, it's all right there. I just found this out yesterday. So if some crooked ATT authorized dealer employee wants to screw someone over, they can just use your number to open up your account and add a bunch of lines and take the phones. Just be aware of this if you're on att, I'm not sure if this is the same with other carrier.

 

[Applejuiced]

So just to let everyone knows about ATT. If you are an employee for ATT, you can access anyone account number as long as the person have their phone number, that person don't even need to know their last 4 SSN or password because in ATT system, it's all right there. I just found this out yesterday. So if some crooked ATT authorized dealer employee wants to screw someone over, they can just use your number to open up your account and add a bunch of lines and take the phones. Just be aware of this if you're on att, I'm not sure if this is the same with other carrier.

Yes, and then they will get fired and arrested.
You think they can add lines on your account and get phones and no one can trace it back to them?
Of Course AT&T employees have access to your account info if they want to but anyone that pulls off something like that will get prosecuted.
This type of issue sounds more like someone phoning in and getting the devices shipped to an out of state location.