Unauthorized charges

Like you said, it’s not fraud if she voluntarily signed up for an extra line, and proving she didn’t may be hard.  They likely won’t accept a poor, confused elderly person as an excuse.  Not sure what loyalty has to do with anything.  

Can’t you, or she, just cancel the extra line?

$150 is more than just a new line. Something else happened 

A new line would have an activation for you $35 which would appear on your next bill. They would also be charges for service, eventually...

Very few AT&T stores repair phone screens. If it was a screen protector they could have sold her a new one, but it still wouldn't cost $150 

AT&T is not an insurance provider. If you have insurance on your mother's phone it is provided through Asurion and service is usually at a uBreakiFix, but sometimes is provided by uBreakiFix at AT&T locations, but not by AT&T employees. 

If her phone was badly damaged, they might be charging her a deductible and will ship her a new phone. But you'll have to investigate that situation a little more with your mother 

As for the added line...

You can file a better Business bureau complaint online. The complaint is forwarded back to AT&T management and someone will call you.   There is no reason they should not have canceled the phone line that did not previously exist, there's absolutely no reason for it 

I don't know how old your mom is but mine is 87. She complains occasionally that she feels like her memory isn't as good as it used to. She does not understand the complexity of cell phone service. She is on my account.  She does not have authorized retail capability. If she needs something I make sure she gets it.  I do not want her feeling vulnerable, or foolish because she went into a store and got sold a line of manure.

The roles of reversed it's time for you to take care of Mama 

@brandie625 AT&T doesn’t repair phones. They just sell them. To get a phone repaired you either need insurance or find a repair place and pay for it yourself.

Sounds like she went into an AT&T Retail Store. They are not owned or operated by AT&T not do they have AT&T employees. They just sell products and services however they can and AT&T has no control over their business practices. AT&T only sees the order, not what was said or promised to the customer.

This is a public forum, not AT&T Support so all we can do is advise unless ATTHelp pops in. And all they will do is tell you to contact them. I believe there is a 14 day window to cancel service and/or return items. However, if you did do business with a Retail Store you will have to go back to them because you technically didn’t do business with AT&T. Both stores look exactly the same so you need to ask when you go in. You should have given a receipt and the TOS that you can refer back to. Keep all receipts until this gets resolved and your billing is what it should be.

I am trying to get more information from her, but she said she was not sure of anything they were talking about and agreed to nothing. They sent her to asurion to get it fixed since it was just the screen and we have insurance. I have no idea what the line is for and neither does she. AT&T won't tell me and just keeps saying I am responsible. The only reason I bring up loyalty is that I have never challenged anything and do not jump around carriers like some do. I would think they could work with me and see this is something neither of us agreed to and reverse the charges. I tried to cancel the line and I couldn't unless I call and sit on endless hold again. 

Log into your account and see what the charges are. You don’t need to talk to anyone to do that. If you want to cancel a line then yes you will need to call and if there is a hold time you will need to wait just like everyone else. 

Hi @brandie625, 

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Regardless of what you figured out, you need to remove your mother (and others) as an authorized user on her account.

If you are the only authorized user, then you are the only one who can cause problems like these.

Unfortunately the only way to remove a line is to call AT&T and go through the loyalty department. As soon as you get the automated phone tree just use the keyword cancel and it will transfer you automatically. That should cut down your wait time