Cant get a person on the phone for Fraud Department

We apologize for the delay in response time in the Fraud Department, @lnsgeology.

If your identity was used to establish AT&T service without your knowledge, please call our Global Fraud Management Organization at one of these numbers:

• Wireless accounts: 877.844.5584
• Home Phone, Internet, or U-verse TV accounts: 888.471.4576

We ask that you have patience and wait for a representative to speak with you. Thank you for reaching out and allowing us to assist you!

Ariel, AT&T Community Specialist

@insgeology-have you been able to get thru? your post was 22 days ago. 

If there has been problems trying to even report fraud for this long, seems like AT&T and U-Verse has a significant lack of resources in their Fraud Department. If consumers cannot even report ID Theft and Fraud, how can they even address or investigate these in a timely manner? 

I am having the same problem right now. I have waited hours on end for a couple of days. Someone has used my social security to get serives. When someone from global fraud answers they transfer me back to the other fraud department and I keep getting bounced between both. For hours. The company does this on purpose so they won't have to be accountable for a fraudulent account so that you get discouraged and have to pay. Document it and call your states attorney general consumer abuse/fraud and file a claim, then call the better business bureau,  file a police report, and email your state rep. Someone has to answer. ATT is helping criminals scam and it's not right. I have been an ATT customer for 5 years, and paid my bill faithfully. Shame on them for not taking a corresponding form of picture ID with a social.

In 2016 someone used my social to open an a At&t. I spoke to the company about this in 2016 then again in 2020. I have emails letters and notes regarding the fraud issues. Today I attempted to open an acct with At&t only to find out, they did not update my information as they said they would. What should I do?

This is very disappointing.  I've also been on hold for a few days now trying to resolve it.  I was also told to go to www.att.com/uverse/idtheft and fill out a form but guess what, that site doesn't exist.  I guess this is what we have government representatives for.  Maybe a call to a few consumer reporters will help fix the issue too.

This was a long time ago for me, but what finally worked was using identity theft services through All Clear ID (or life lock, etc. any of those companies should be the same). I had them for years but put them to work on this and they took care of a lot of it for me (spent the time on hold and would conference me in, etc). Worth every Penny to save my sanity with this crap.  ATT did nothing but make it a painful process.

Just recieved a Collection Notice about an ATT Direct TV account. I;ve never had ATT services before, I was told the service was from a state I've never been to nor have I known anyone to live there. They said they wouldnt call me anymore and gave my a phone number to call. 800-860-8542. I called and was told that because the acct# in question was 9 digits I had to call 877-379-2319. A women answered and the connection was very poor. We talked and she sends me an email with instructions to basically send personal identification documents between certain dates to clear the matter up and mail them to so place in NJ. I'm not comfortable with sending any of my personal info anywhere, let alone to a company that authorized a fraud acct to be opened in my name. Is there anyway around this?

Please make sure you post in the correct forum.

If you're ever unsure if something is a scam, do not talk to any agent or press any buttons on your phone. Immediately hang up and call a known number for the company. Their agent will tell you how to proceed.

It's the same way with emails. Do not click on any links in the email. Go directly to that website from your browser and not the email.

we have had a huge unauthorize charge on our bank acct with ATT connect as the person.  I was on the phone for 2 1/2 hours yelling and cussing trying to find out what the (Edited per community guidelines) is going on.  noone could help was transferred to the fraud dept and they were closed for the night.  this is theft and fraud and charges will be brought up against att

I definitely need AT&T to address fraud from at lest companies (AutoDesk) and (OneSpan) both of which continuously requested/required me to order 3 phones to work from home. After 2 months of deliberate lies and my refusing to order up to 10 phones, my phone bill was paid each month by the company. Please find out who victimized me, called and texted all hours of the morning and night, it’s was all a nightmare. I am not liable for bills which were paid by these fake companies after seeing a zero balance. I don’t know whether to trust AT&T now. Why did I get scammed? Who else could be receiving these encounters and harassing texts? Where are the representatives who handle scams so that I can avoid paying $1000 for bills which were paid yet now return as unpaid on my account by fake work from home jobs?!? This is completely horrendous and preposterous and someone else will be next because those people appear sincere yet they turned into evil scammers worker together! 

Someone opened an online AT&T account using my information from AT&T then ordered an I phone 13 among other accessories and had it sent to another address.  I am not computer savvy and have never opened an online AT&T account.  I got a call from AT&T fraud department asking if I made the order before it was sent which a adamantly told them absolutely not.  They told me not to worry as this would be headed off and investigated.  At that point my account was flagged that no purchases were to be made charging to my account except at an AT&T store by me with proper identity.  I also stopped auto pay as I didn't want to take the chance of unknown charges I did not authorize. The next day I got an email from FedEx saying my AT&T package had shipped.  I imeadeatly called AT&T but was not able to get through to the fraud department so I eventually called 611 and talked to an AT&T rep who said that there was nothing to worry about because the fraud department was taking care of the problem. I presisted and the person put me on hold for awhile then came back on the phone and told me FedEx had been notified and the package would be sent back to the sender. A couple days later I got an email from FedEx telling me my package had been delivered. Again I could not get to anyone in the fraud department so I called 611.  I got the same routine of rehearsed sidestepping that ended with being put on hold and then eventually cut off. I called back to get the same routine again several times ending with someone telling me the email from FedEx was notification that the package had been returned to AT&T. About a month later I got a text notification and an email within a couple minutes apart saying I must make a delinquent payment for almost 3 times my normal phone bill to stop my service from being interrupted. I called AT&T immediately and was told that I had not paid the installment on my new upgrade IPhone 13.  I explained to collections that global fraud was supposed to have taken care of the online Iphone upgrade that I had nothing to do with.  They were sorry that was out of their hands but would put off service interuption for a couple weeks while I worked it out..  I have wasted 17 hours to this point with no resolution and not able to get anyone at AT&T fraud department.  I got messages on several attempts that due to overwhelming calls they would not be taking calls and fraud must be reported to link.att.com@fraudinquiry.  The website dose not exist.  Any attempt I make to call anyone from my phone is rerouted to collection department and the identical rehearsed dialog is blurted in my ear that gose something like "I see you are calling from number ___-___-____. Would you like to make a payment to avoid interuption of your service"  After I explain that I am trying to reach the fraud department or need to talk to a supervisor I am put on hold only to be cut off in a few minutes without any resolution. This a quick overview without details.  The nightmare continues...

Hi Tim.
I'm dealing with the same thing.
Got a bill in the mail the other day.
Fraud Dept is unable to answer calls and I'm told use the link link.att.com/fraudinquiry
which takes me to https://accountverification.directv.com/app/mobility

DirectTV?

Which asks for my Social Security number!
(Edited per community guidelines), ATT.
I'm not filling that out.
So....now what?

Update.

It was suggested to me that if you just submit the claim form with zeros for the SS# it will allow you to submit the form.

I did that and ATT got back to me today saying that the issue has been resolved and that I'm all set.

A notable reaction, leading ATT customers into thinking that this company either doesnt care about your  situation, or they just like to transfer you all over the globe to see if you eventually give up! This is the Worst Company for Customer Service!  A (Edited per community guidelines) (Edited per community guidelines) would change things to ensure the consumer, the reason they have a job, can get an answer to their fraud claims. 

The time is approaching to either get AT&T to start responding to customer service issues, including fraud, in real time, or a (Edited per community guidelines) (Edited per community guidelines) will soon be in order. A once thriving company, AT&T used to rank number one in customer service, but in recent months, has been the lowest. If there is a fraud, on your customer's account, that should be a priority, and not a "someone will be in contact with you within 30 business days..." !

Take interest in your company, and your customer's will come to you!

If you treat everything as unimportant, then you will lose clientele, and gain disrespect from those who pay your salary!!!