Our account was hacked, I received a text from AT&T that our billing information had been changed.
I verified online that the address and email address were changed and we didn't do it. I then called customer service, the lady was very nice.
She said she was changing the address back. I asked her to see if any additional changes had been made to the account, because I was worried about it and we had not made any. She looked and told me that contracts were signed online that week for two lines. Someone online ordered two iPhone 6 phones and had them ship to the "new address" on the account.She then informed me that I needed to talk to the fraud department.
I was then transferred to the fraud department. I told the fraud dept. lady what had occurred, and she informed me that since the account was in my husbands name she could not discuss anything with me. I explained that my husband was out of the country, she told me again that she would not discuss the account with me.
I asked her if there was a way to make sure no further fraud could take place, anything that could be done. She told me to call customer service again, and add a passcode. After that call with the fraud department, I logged back in, and was shocked to see that none of the address or email changes had been entered.
I changed the information back, and then had a passcode added.
It occurred to me that the orders could be tracked online, so I went looking at them. I reviewed the FedEx tracking information. One phone had shipped and the address was a mismatch, so it was being returned to AT&T. The second phone had just been picked up by Fedex. I called customer service again. I explained the situation, and asked if they could contact Fedex and reroute the shipment back to AT&T. The very nice lady told me I needed to talk to the fraud department. I pleaded with her, explaining that they wouldn't speak with me, and I just want to make sure that this criminal didn't get the phone. She understood, and asked to place me on hold, so she could see what she could do. I agreed. She came back a few minutes later. She had found that the first phone had been returned, and she was able to reverse the upgrade on that line. She told me again that we needed to talk to the fraud department. She told me she knew they wouldn't talk to me, so she was going to speak with them about it. After holding for more than five minutes she returned to say that she couldn't get ahold of anyone in the fraud department, they were very busy today. She then placed me on hold one last time while she contacted FedEx to see what she could do. When she returned, she had reroute do the shipment back to AT&T, and was in the process of reversing that upgrade as well. I would like everyone to know what an outstanding job the three ladies of the customer service department did on this.
My issue is with the fraud department. AT&T next program made it easy for a hacker to steal a new phone and not pay anything, sticking the account holder with a monthly phone payment. How is it a complete stranger criminal can hack my account, change everything about it, order new phones... And the Fraud department won't talk to me about making it right. I am an authorized user, I can make changes and buy phones legally on the account. The woman in the fraud department was rude about it, identity theft is traumatic and being told you can't even talk to them about it is Unacceptable. They made a note on the account that I callled about a fraud. My husband won't be back until Friday. He will be calling the fraud department to make sure this is completely handled.
If not for the very helpful customer service department, the 128GB iPhone 6 would deliver tomorrow to the hacker criminal. I am very frustrated, and want it noted for anyone with this issue in the future, that they aren't the only person that account fraud happens to and what I had to deal with, so maybe they can help AT&T act more quickly and keep new phones away from criminals trying to steal them.
Make sure to add a passcode and change your password often.
I verified online that the address and email address were changed and we didn't do it. I then called customer service, the lady was very nice.
She said she was changing the address back. I asked her to see if any additional changes had been made to the account, because I was worried about it and we had not made any. She looked and told me that contracts were signed online that week for two lines. Someone online ordered two iPhone 6 phones and had them ship to the "new address" on the account.She then informed me that I needed to talk to the fraud department.
I was then transferred to the fraud department. I told the fraud dept. lady what had occurred, and she informed me that since the account was in my husbands name she could not discuss anything with me. I explained that my husband was out of the country, she told me again that she would not discuss the account with me.
I asked her if there was a way to make sure no further fraud could take place, anything that could be done. She told me to call customer service again, and add a passcode. After that call with the fraud department, I logged back in, and was shocked to see that none of the address or email changes had been entered.
I changed the information back, and then had a passcode added.
It occurred to me that the orders could be tracked online, so I went looking at them. I reviewed the FedEx tracking information. One phone had shipped and the address was a mismatch, so it was being returned to AT&T. The second phone had just been picked up by Fedex. I called customer service again. I explained the situation, and asked if they could contact Fedex and reroute the shipment back to AT&T. The very nice lady told me I needed to talk to the fraud department. I pleaded with her, explaining that they wouldn't speak with me, and I just want to make sure that this criminal didn't get the phone. She understood, and asked to place me on hold, so she could see what she could do. I agreed. She came back a few minutes later. She had found that the first phone had been returned, and she was able to reverse the upgrade on that line. She told me again that we needed to talk to the fraud department. She told me she knew they wouldn't talk to me, so she was going to speak with them about it. After holding for more than five minutes she returned to say that she couldn't get ahold of anyone in the fraud department, they were very busy today. She then placed me on hold one last time while she contacted FedEx to see what she could do. When she returned, she had reroute do the shipment back to AT&T, and was in the process of reversing that upgrade as well. I would like everyone to know what an outstanding job the three ladies of the customer service department did on this.
My issue is with the fraud department. AT&T next program made it easy for a hacker to steal a new phone and not pay anything, sticking the account holder with a monthly phone payment. How is it a complete stranger criminal can hack my account, change everything about it, order new phones... And the Fraud department won't talk to me about making it right. I am an authorized user, I can make changes and buy phones legally on the account. The woman in the fraud department was rude about it, identity theft is traumatic and being told you can't even talk to them about it is Unacceptable. They made a note on the account that I callled about a fraud. My husband won't be back until Friday. He will be calling the fraud department to make sure this is completely handled.
If not for the very helpful customer service department, the 128GB iPhone 6 would deliver tomorrow to the hacker criminal. I am very frustrated, and want it noted for anyone with this issue in the future, that they aren't the only person that account fraud happens to and what I had to deal with, so maybe they can help AT&T act more quickly and keep new phones away from criminals trying to steal them.
Make sure to add a passcode and change your password often.