Contributor
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3 Messages
ATT needs to take some responsibility for opening fraudulent accounts
AT&T Mobility ...
My husband and I have been loyal customers for decades now and continue to pay our bill on time and in full. You failed us. YOU, yes YOU allowed somebody to open an account in my husband's name using a false identity. You completely accepted the false identity and did not red flag it in your system. Since we have an account with 3 phones already, don't you think you could have questioned the fact that someone is opening an account in Nevada for 4 more phone lines with his name and address in Connecticut???
YOU, yes, YOU accepted a fake drivers license and YOU, did not red flag anything. Perhaps you need better methods for checking identity? I consider this a failure on your behalf.
It took me calling you to find out why we have been signed up for mobile phone insurance for phone numbers that we do not own. You assured me that it was just a mix-up and not to worry!!!! In fact you blamed Asurion insurance and they blamed you for the mixup.
The following week we receive a threatening letter saying that you will terminate our service because we have not paid a huge bill for those very same accounts.
We then talked to your fraud department. When we asked what YOU were going to do about the situation, you told us nothing but cancel the fraudulent accounts. Shouldn't YOU be paying for ID protection for us for the next couple of years at least???
Why didn't you red flag the mess at the beginning and contact us immediately? I think you need to upgrade your software. This could have been stopped and turned over to the authorities. You know.....You certainly have our contact information! Heaven forbid I go over my cellular data plan for the month without you contacting me 5 times through email and mobile.
To make matters worse, after you say you have canceled the accounts, we receive a postcard in the mail telling us that we are no longer receiving paper statements for the fraudulent account.
Oh, but now I remember, you said that accepting stolen information was not your responsibility. Of course I understand....NOT!!! As a major corporation you need to take some responsibility and take care of your customers. I recently received my bill for our legitimate account with an insert talking about customer happiness and some award that you have won. Be clear on this....we are not happy!
formerlyknownas
ACE - Sage
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118.4K Messages
9 years ago
In many cases these accounts are opened in secondary retailers, like Apple, Best Buy, Walmart, etc. These retailers don't have the same account access that an AT&T store does, so they have to trust the documents provided by the customer. (In this case, fraudulent)
This needs to be reported to the police. You should assume this is not the only use of the fraudulent ID and guard your accounts.
My parents are going through this this year. They said the police have been very helpful in providing information of how to secure their accounts.
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Jenniba
Contributor
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3 Messages
9 years ago
Lizdance40,
The information received from secondary retailers still needs to be accepted by AT&T in order for the account to be opened. Perhaps the process needs to change??? This is too common place. The secondary retailers need to be held responsible as well.
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Busternutt
Professor
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3.2K Messages
9 years ago
If whoever stole your information has the correct information, what do you propose ATT do? You can go to any of the 3 credit reporting agencies and lock down your accounts for free. Asking just one will affect all three. But that will mean even you have trouble opening new credit accounts, though that sounds like what you want (more hoops to jump through to open credit accounts).
Sounds like ATT didn't lose your information, so I don't see why you feel ATT owes you a "year or two of credit protection".
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Jenniba
Contributor
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3 Messages
9 years ago
It's not a matter of me losing something. Someone stole it and ATT does not have the means in place to prevent a thief from opening new accounts. Why can't there be a red flag or a check in their system alerting them when there is a pre existing account? As a responsible corporate entity, they should take care of their customers. Is that too much to ask??? Sorry that an extra check might slow down their system but I guess customer satisfaction is not their goal.
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Busternutt
Professor
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3.2K Messages
9 years ago
Asside from ATT responsibilty in this case, my point is that if someone used your ID once, there is a good chance they will try again. To counter that, you need to contact one of the 3 credit reporting agencies and freeze the opening of any new accounts in your name. It is good for a year and reporting to just one of them will be shared with the other two. It will accomplish what you want with ALL credit grantors; extra steps to confirm your identification.
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