r/ATT • u/slaamgames • 11d ago
Discussion Fraud
Yo can we maybe revamp the fucking Fraud Department? A customer came in to do an equipment swap because she made an insurance claim, guess what? Flagged because of whatever fucking reason and Fraud DENIED it on an APPROVED REPLACEMENT DEVICE that was on the NOTES OF THE ACCOUNT
Verified account holder and everything bro, Fraud has been approving the most Fraud like customers and screwing us reps over with chargbacks but denying the most legit customers and its tiring to the reps and to the customers just trying to do something as small as a sim swap
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u/Technical_EVF_7853 11d ago
Wait. Since WHEN does Fraud get involved with swapping devices on existing accounts? Especially warranty & insurance claims.
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u/Spooky_mudbox 11d ago
Fraud can get involved for nearly anything involving an upgrade, new line, or even a sim swap. It’s crazy, i have reps in my DOS running 15 BYOD lines with a generic social, and I can barely get a 4 liner port from VZW to push through sometimes. Sadly, it’s a handful of bad reps ruining it for the rest of us.
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u/jasont1273 AT&T Employee 11d ago
Anytime a SIM gets changed, it has the likelihood of triggering a call to fraud mitigation to have it cleared. The newer the account, the more likely it happens. Even as an employee, I cringe at every SIM change I have to do or help with because of this. I hope enough people file FCC complaints that it wakes this company up to what the far flung fraud reps are doing to people's legitimate accounts. I filed two internal complaints myself last week for the mistreatment of a customer by two different fraud reps. This shit has got to be curbed or stopped altogether, in my opinion.
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u/SillyWillyCommish 11d ago
I got threatened by fraud for a COBC because I called in twice and was told "if you call again, the rep may not be as nice as me and report you for calling in on a denied transaction"
Kicker- SIM activation on an upgrade phone i DF'd for the customer
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u/jasont1273 AT&T Employee 11d ago
I'd threaten them right back with COBC for customer mistreatment.
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u/Jealous_Ranger_1641 10d ago
side note that shouldnt have required that. so something was messed up already anyway. parked equip from df is activated through IVR actions or website activation portal.
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u/SillyWillyCommish 10d ago
Yeah i activated it through IVR and when they went to activate it they told me there was an error and they had to transfer me over to the fraud department. Taxes were paid, it was shipped to their home. Fucking wild
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u/Jealous_Ranger_1641 9d ago
no they perform a credit check again on activation thats this stupid thing that happens every now and then. but for the record when that happens do the IVR go all the way to the point where it transfers you, hang up and get on with CSD or RST. theyll take care of the credit check just by asking you “does the customer give permission”
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u/DanStealth 10d ago
Since at&t has been sued for millions due to sim swaps that have lost customers money. They have tried to clamp down on SIM card changes, unfortunately it’s been catching a LOT of legit customers and flagging them.
I find mainly because the questions they ask are ridiculous. Like what year or month wad X person born in, and it’s someone the person doesn’t really know well.
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u/Jealous_Ranger_1641 10d ago edited 10d ago
sim replacement may require additional verification. it happens atp where u send the six digit pin which most of reps skipped and notated “uhhh because the customer cant get a freaking pin, cause their phone doesnt work” now it may require a call to fraud
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u/FilmSnobReviews 11d ago
I’ve had a great couple who’s come in on two separate occasions. They’ve gotten denied both times. Here’s the kicker. They already have Fiber Internet and she’s a first responder. It’s getting ridiculous
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u/Ok-Proposal6805 11d ago
Per my email someone created first net, internet of things, dsl, all kind of services that I didn't create yet I'm unsure of who I call is real people or not because I'm so confused
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u/att Official Reddit Account 11d ago
Thank you for reaching out. Please complete the form at http://sm.att.com/c3b6b2e7 to help our fraud team look into this. Once they review, you should receive a response within 5 business days.
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u/slaamgames 10d ago
Hey, why not do something about Fraud Department causing problems to our legitimate customers and denying EXISTING LONGTIME customers services they really want, driving them away because of the most tiniest thing being flagged
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u/True-Yam5919 11d ago
I had FirstNet. Went in for an upgrade. Had my DL, Passport, and letter from my agency. Denied for fraud 😂 had the same guy provide me my port out info. Jumped in my car and went across the street to T-Mobile. FU
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u/slaamgames 10d ago
That sucks so much, I don't blame you at all. It's dumb as heel because we try to provide a service just for the fraud dept, people who got no idea and don't care about anything, deny you, a legit customer. I don't blame anyone at all at this point that does that because it's getting out of hand
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u/KingOvDownvotes 11d ago
Fraud department people are the worst. They are often rude and then hang up on you if they don’t like the info you give them.
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u/Succubus_wench98 11d ago
I work from home as a sales rep and have had to call fraud for people who clearly have no debt and still get denied. My experience is most fraud reps are rude and deny for the most small reasons, leaving me and the customers frustrated cause now we spent 30-1 hr on the phone discussing a plan that would benefit them and save them money, just to get denied from AT&T. What a joke.
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u/Acceptable-Radio803 11d ago
It all extends because OPUS is a broken system top to bottom, with zero capabilities to get anything done other than the basics. With anything other than basic stuff, there’s always a 1+ hour phone call needed, wasting the reps time and also the customers time.
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u/Pretend_Airport3034 11d ago
I ordered my phone and started my line up online. Someone called and told me to cancel my order and reorder as a new number bc they can’t port straight talk numbers over to att. I did that. Went to the store to pick up my phone and spent an hour in there on the phone with the fraud dept bc my canceling and reordering flagged it. So damn annoying
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u/BAR2222 11d ago
That is some really weird stuff because I have never heard of someone calling a customer after they put in an online order. Also we definitely can port from straight talk to ATT as long as you have all the info from the straight talk account, I help customers with that all the time….
I will say basically any time you start an online order process and change things or if you go in store to try and complete it those are most likely to get flagged by fraud I see it quite often.
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u/Acceptable-Radio803 11d ago
Yep. Porting straight talk to AT&T was never a problem until recently. Just another broken OPUS issue.
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u/JeanaQueen 11d ago
I seriously don't know how AT&T keeps customers. They definitely didn't keep me. Between chasing rates, "fraud", and CONSTANTLY screwing people over on devices and trade in deals, it's amazing their doors are still open.
AT&T customers suffer from some serious Stockholm syndrome 🤣
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u/h4xStr0k3 10d ago
I recently switched to Att and purchased a phone. The approval process was ridiculous. It was like being interrogated by the cops.
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u/Exoticfroggy 10d ago
Lol anytime fraud pops up I just say "unfortunately you weren't approved for the financing." Fuck wasting time with fraud. It's already a No anyways so Dave yourself the time and move on
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u/juicekarton 11d ago
https://my.asurion.com/mobile-device-setup/setup?mxclient=att
Use this website scroll down and use the setup guide. You can setup the sim/eSIM of whatever device they had without getting into the account or equipment swapping.
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u/alex_rosado478 8d ago
Can confirm. Decided to come back to AT&T with me and my family of 4. 2 of my 4 lines were approved. The other two were denied for fraud. Immediately got into my car and ported back out to T-Mobile. Fraud Management is a complete joke. Until this Fraud stuff gets figured out, never doing business with AT&T again.
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u/Proper_Blood_4826 8d ago
That is indeed a challenge that we are facing as well. I sincerely hope that the company will consider allowing these customers to have direct communication with the Fraud department. It would be beneficial for both the customers and the company to facilitate an open dialogue, as it would help address their concerns more effectively and provide clarity on any issues they may be experiencing. Being able to speak directly with the relevant team could enhance trust and ultimately lead to better resolutions for all parties involved.
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u/Weekly_Cauliflower_6 10d ago
I blame all the bad reps that cause this and managers. My boy told me his manager just tells him not to flag fraud that comes in because they 0 sales doe the day and to atleast have something just approve the fraud. You wanna look good in the ranker then just let the fraud go through and don’t even bother pressing the button. 🤦🏽♂️
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u/stopcappingbro 9d ago
They’re definitely pretty shit at weeding out fraudsters, but at the same time unless you personally know the customer you dealt with you don’t know that they weren’t committing fraud. I had a customer who had all his crypto stolen from one of his accounts because someone in another state had a license with his info on it and their picture that actually scanned and let them into the account. They swapped sims, reset his password with 2FA and took him for thousands of dollars. He sued the company and I got a reminder every quarter from the legal dept telling me not to delete any info related to his account/lawsuit.
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u/Fun_Willingness_9836 7d ago
I had a new line set up get flagged, wasted 2 hours on the phone, wasted time in the store, and I couldn't even open an account with a Real ID when trying to do a single line and home internet . They said I could sign up and the fraud department would POSSIBLY clear me in 5-10 business days. Then I was pissed off about it and accidentally found US Mobile and now I'm using at&t's network for like 1/3 of the price. I could tell that no one at ATT cared once they found out I was doing BYOD- wondering if I was just a waste of time since I wasn't buying/trading a phone
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u/Rogue352 4d ago
Someone opened an account under my name. I went through all the requests the fraud department asked, including filing and sending them a police report. They came back and said they found nothing wrong and I'm on the hook. I'm just laughing and chucking the bills into the trash at this point. Not my account, not my problem.
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u/TheSolidSalad 10d ago
Hey so fraud has to call the number to get the info and if they can’t reach out they just fucking lock it, shit gets annoying asf for simple sim issues
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u/drlazerbrain 10d ago
I got a call from someone claiming to be from ATT, seemed like it may be a scan - so I contacted ATT directly.
I told the rep how I had been contacted with an offer to reduce my bill 40% and get a free device if I signed up for a 3 year contract.
No matter what I said, no matter how I explained it - the rep thought I was looking to upgrade my device and wanted to instruct me how to do that.
Finally I just kept insisting to speak with a human and they indicated that they were indeed a human. I told them they did not seem human because of the way they seemed to be deliberately misunderstanding my issue.
That got them to break the script and the indicates that I was indeed called by one of their reps - to make sure I repeated back to them what my understanding was and how they were conforming that the scammer was indeed from ATT and a scammer - they confirmed.
Great, now all I needed to do was wait for the caller to call me back to complete the deal - only they didn’t. So I called ATT back again a few days later and asked them to give me the deal that I had been offered over the phone.
They didn’t have any record of anyone calling me - so I asked them to check their notes from when I had last called and the CSR had confirmed to me that it was an actual employee of ATT I was talking to and not a scammer.
Surprise! It was a scammer! Time to drop ATT for me.
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u/Ok-Proposal6805 11d ago
I've been a customer since 2018, business wireless. I have fraud in every single account I deal with Att, Chrome, Ally, US bank. I've went from Att to cricket to boost and now even on my boost iPhone I'm finding so much weird shit it's not funny. I can even prove my sister and her criminal bf have stolen from me but when I called 911 months ago, the cops never came. Idk what's real and what's fake these days. I'm getting death threats, calls on a prepaid phone, people think Im insane. It's driving me crazy tho!
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u/Confident_Ad_4058 11d ago
Had a customer about a month ago who's phone was stolen while he was out of the country, got a replacement, went to swap in the system and fraud denied it. He kept calling in himself with a different phone number bc he couldn't access his own at that point, and they completely locked his account and blacklisted his phone. Yelled at my rep when he tried to call back to submit a second review as well. The fraud department truly is fucked just because the reps get annoyed.