S

New Member

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3 Messages

Wed, Jun 29, 2022 10:44 PM

fraud

How to get to a real person to report internal fraud?

Juniper

ACE - Expert

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16.5K Messages

3分前

What do you mean "internal fraud"? Depends on the situation the available or best route to take.

New Member

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3 Messages

3分前

I called to speak with a tech about my remote not working.

We did a trouble shoot for over an hour. She was supposed to be sending a new remote, instead she ordered me new service. That same day I received an email about my new service $299.00 plus more for movie service. She also added security questions answers.

So the agents I call can not speak with me because I do not know the security answers. I have contacted the BBB and made a claim with the AT&T fraud department(which you can only do online)

I sure hope they have the recording of the excruciating hour plus of trouble shooting the remote. Do this do that, try this try that. Over and over again. Finally, I said PLEASE send me a new remote for the $15.00. 

Juniper

ACE - Expert

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16.5K Messages

3分前

You called about a remote issue. During the process a 2nd account got created without your authorization? That is a huge issue (and surprising as historically you have be in the direct sales/new customer department to create an account).

Start with their online web form as goes to their Identity Theft Team/Fraud Dept.

www.directv.com/notmyaccount 

New Member

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3 Messages

3分前

Thanks Juniper,

That is the website I did a report to yesterday. I also attached the email showing the new account.

The manager I spoke with yesterday also stated a person in tech would not be able to open an account.

The manager did confirm the new account in my name, but was unable to do anything as I could not answer my favorite restaurant.  I would never set up such a question, as I have many favorites and would never remember.

Juniper

ACE - Expert

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16.5K Messages

3分前

The manager wasn't part of the fraud team then. To need the answer of the secret question on the account being disputed means he was trying to access as a normal customer service agent, not research a casuse of identity theft/account fraud.

Disputing an account created means they have to research how it got opened. As no equipment was installed, it should be realitvely simple to close it once the've checked  all their process boxes to give them authorization.

I would allow the dispute form to process first (not an overnight resolution). But if for any reason that fails, the next step is a BBB complaint as goes to corporate.


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