@lizdance40
The 1st thing I did after verified no one had changed the PIN was call 611. (Which is what the text I received informing me that my passcode had been changed said to do if I didn't change it) She verified that the PIN wasn't what I set. She asked me my security question and besides having the account since 2009, I was panicking (I have anxiety/mental disorders and I am on disability because of it) and my brain was all over the place freaking out because the "main account #" (which was previously my indiviual wireless account, and although it shows current usage, etc, it isn't the "billing account") is linked to 2 other account #'s...1 is our "new wireless billing", etc acct....the 2nd is our tv/internet bundle. When I couldn't remember the answer to the security question (there's more than one on EVERY account I've ever set up) she asked, I asked if she could ask me a different one....she literally ignored me after she told me I needed to go to AT&T....WHY DIDN'T SHE SEND ME TO THE FRAUD DEPARTMENT?! She was rude and didn't give 2 s**ts not only about a possible hack on a customer's account but that I was OBVIOUSLY calling because something wasn't right!
I went back to my computer, clicked forgot PIN...there was 4 separate steps...text to my cell with a verification code to enter, personal information and also a "security question"...which said "This could be your fav" with 4 different options! I answered it correctly and got to the screen to change PIN....BUT because I called 611, I assume they "locked" my account....so an error message came up....I WAS ABLE TO GET INTO MY 2 "REAL" ACCOUNTS! I changed my ID and password....HOW? Because I clicked the button to not ask me the PIN code....I can see my wireless and bundled account. But am unable to do anything pertaining to my wireless. I USE THE "ATT CHAT" BY PREFERENCE...WHY? Because I can have the transcript of conversations emailed to me! I have learned that when it comes to ANY AT&T accounts, it's best to have PROOF of the "offers"....we have SEVERAL "free/discounted offers" that were told we were getting and STILL haven't received or I'm "fighting" billing because of! The down side to CHAT....they are individualized by department....BUT THEY DO NO TELL YOU THAT FROM THE START! So I have to go through at least 3 different CHAT REPS just to get ANYTHING accomplished! I spent 6 hours chatting (after speaking with 611), got transferred 3 times...was "on hold" for about 45 minutes...& when I was finally connected to a specialist (who was polite and wanted to resolve ALL my issues NOW, and even said she was going to find "cheaper options" to keep our business...), she was going to put me on hold to review the chats....we were disconnected....the "survey" afterwards, I put in the comments that after 2 weeks of PATIENTLY waiting on our account to get processed correctly and 6 hours on Chat, that I WOULD NOT "reopen" the chat and start all over! They knew how to get ahold of me and they could contact me WHEN my accounts were fixed!
I do not believe out account was "hacked"....I think the AT&T store my daughter went to screwed up and in the process of them trying to "fix" her payment/installment account, our PIN was changed....And I HAVE to have other authorized users because I have 4 kids (2 over the age of 18) in which 2 live 80 miles away from us. They always contact me when they have a problem with their phones to ask me what they should do. (Prior to authorizing them, I would just get on the phone with the employee and give them the information....)
AT&T has and is continuing to take on more than they can chew! Prior to them buying DirecTv, I had NEVER had a problem with them. They helped me & my children MANY times.....now.....there's not enough Indians, and too many Chiefs!
