A few months ago somehow someone gained access to my account and ordered a phone, using my upgrade, as well as added another address for U-verse. I monitor my account online and noticed the activity and immediately contacted AT&T and spoke with the regular (mostly non-helpful representatives, who by the way couldn't see any of the activity that I was talking about), as well as spoke with the fraud department. The fraud department was able to see the activity and reverse it, as well as assured me they put notes in the account for any further attempt at fraudulent charges/activity.
Two months ago, or last month, there was a charge on my bill that could not be explained by the AT&T representative - they had no idea what it was for, where it came from, or anything of the sort. It possibly could have been someone trying to charge something to my account again, I have no idea, but the representative again reversed the charges.
Today I attempt to log in to pay my pay and it says for security purposes, my account is locked and I had to call to get it unlocked. I call and give the representative my information, my security passcode, but when they ask for the email address associated with my account, apparently it wasn't the correct one they had. Which means, AGAIN, someone has fraudulently altered my account, and has been allowed to do so. So who knows access AT&T has given them, the rep couldn't explain it. They wouldn't even remove that email address, someone else's email address, from my account. The only thing they could do is put a ticket in and have someone call my cell phone within 24-48 hours.
I am at my wit's end with the incompetency of this company and their lack of being able to handle simple instructions and to safeguard the account. They can't even explain how this happens, it just does. And even though they say they are putting notes on your account, they do not, so I have to explain everything all over again every time I call.
Terrible, terrible accountability at AT&T.