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10 Messages
Friday, September 2nd, 2022 3:38 PM
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I was the victim of identity theft and have been going through the process of removing fraudulent accounts. With AT&T, it is impossible to speak to a live representative about this, and (unlike every other company I've dealt with) you must submit an online inquiry. I've done that and was emailed and told I would receive a decision within 14 days. It's now been 16 days and I've heard nothing. I've spent all morning on the phone with AT&T and they've been unable to connect me to someone who can handle this. At one point the manager of a rep called me back and told me she'd connect me to someone with the fraud department. When she finally did, I read the incident number and was immediately sent back to the automated fraud department message. I have no idea what to do. I just want to resolve this.
Questions
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Updated
7 months ago
3K
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Accepted Solution
ACE - Expert
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24.4K Messages
10 months ago
Sounds to me like your ID information was stolen (easy to do for professionals hackers) and that information was used to open an AT&T account or purchase phones. This is a common "test" for the thieves to do to see if they can get away with it before they move on to more lucrative avenues.
I'm assuming you filed a police report, sent that information to AT&T Fraud, notified your credit card companies, disputed any charges that aren't yours, changed your passwords on all of your important accounts, and monitor your accounts on a weekly basis to catch any suspicious activity.
If your stolen information looked legitimate to AT&T then they had no way of knowing, at the time, that it wasn't you.
If you've done the above, then file a complaint with the BBB. That will go straight to AT&T Corporate and someone from the Office of the President will contact and you can discuss the issue with them directly. Just have all of your paperwork and documentation in order.
Accepted Solution
New Member
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10 Messages
8 months ago
For the record OttoPylot I did everything you mention, from filing a police report to contacting the BBB and it didn't help at all with AT&T's lackluster response to these claims. At the end of the day AT&T has realized that it's in their interest to let fraudulent accounts be opened. I have been an AT&T customer for 10+ years and they never once thought to contact the phone line they have for me when someone was opening fraudulent accounts in my name. That's just extremely morally bankrupt behavior but good for business because they got the fraudulent accounts and they still have mine! On top of that, they are seriously the most challenging company to file a fraud claim with, more than any of the other 5 companies I had to deal with when my identity was stolen. Most of them took ~30 minutes of calling a phone line, talking to someone in the fraud department, submitting a claim, and moving on. AT&T has no working phone line for a fraud department and takes ~3-6 months for them to respond to a claim when their initial receipt letter promises you'll get a response in 14 days. You're giving good advice for responding to identity theft in this thread, and anyone reading this should follow it, but just know that AT&T won't make this easy on you because they simply do not care.
(edited)
Community Support
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232.1K Messages
2 years ago
Hellorichuncleskeleton, let's get you pointed in the right direction about your fraud inquiry.
You would need to contact the Global Fraud Management team at 877 844 5584 for details on the status of your submitted online inquiry.
Let us know if this information helps, and thank you for contacting the AT&T Community Forums.
Jeff, AT&T Community Specialist
New Member
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10 Messages
2 years ago
Hi Jeff,
I have called the Global Fraud Management team too many times to count. Unfortunately the number just takes you to an automated line. Eventually I get transferred to a customer service rep, who tells me they can't look up my case based on the incident number. They then transfer me back to the Global Fraud Management automated line. The cycle repeats until someone disconnects me or I hang up. How do I get through to someone who can look up my fraud case? Please help me Jeff.
Community Support
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232.1K Messages
2 years ago
Hello @richuncleskeleton, we are here to help you get to the right department for your fraud inquiry.
You can contact any of the three major credit bureaus to place a fraud alert on your credit file. The fraud alert asks creditors to contact you before opening new accounts or making changes to your existing accounts.
- Equifax: 800.525.6285,www.equifax.com
- Experian: 888.397.3742,www.experian.com
- TransUnion: 800.680.7289,www.transunion.com
You can also use our AT&T fraud & security resourcesarticle to help you report and to check on fraud escalations with AT&T.
Please let us know if the information we provided was helpful.
Danielle, AT&T Community Specilist
New Member
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10 Messages
2 years ago
Hi Danielle,
That information is not helpful at all. I have placed a credit freeze and fraud alert with the bureaus, that is not at all relevant to my question, which is about checking the status of the fraud investigation initiated by AT&T. I have visited the webpage you linked many times, it does not have a way to check the status of my fraud investigation using the incident number. It has now been 20 days since the investigation was opened. I was told I would receive a decision within 14 days. Please help me find out how to get the update from AT&T.
New Member
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2 Messages
2 years ago
I am in the same situation. It’s impossible to get any kind of update. Pls share any information on how to find out more about a fraud incident. Many thanks
New Member
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10 Messages
2 years ago
Yes unfortunately AT&T, unlike every other company I've dealt with as part of this identity theft situation, does not offer a live fraud management team to help with these cases. I have no idea how to check on the status of my fraud investigation. As an AT&T customer, I find this response extremely disheartening. I've had more thoughtful and thorough responses from companies I've never dealt with before. Shameful behavior from AT&T.
Community Support
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232.1K Messages
2 years ago
HelloGedkirk, let's get you pointed in the right direction for support with our fraud department.
We understand the impact of fraud. Please reach out to AT&T Fraud department at 877-844-5588. You can also fill out a form here.
Let us know if this helps.
Thank you for visiting AT&T Community Forums!
Carlton, AT&T Community Specialist
New Member
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2 Messages
2 years ago
Incident: 220812-000140
this is my incident number opened on 8/12 and unable to get an update on. Although I am still getting bills
thanks
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