I was a victim of fraudulent access to my account this week. Let me explain:
Monday: received email that 2 phones were ordered on the account and shipped to a location a few 100 miles from where I live. I immediately tried calling and using the web site to cancel the order, but the web site is simply unusable and there was a long wait time on the phone. So I drove to a nearby corporate store and there I was able to change the logins, passcode and the techs there were able to straighten a few things out. We called fraud department and was told then that order was cancelled, phones wouldn't ship, etc.
Tuesday: get emails from ATT saying "congrats, your new phones are about to ship". I call ATT customer support that evening. Was told different parts of the company don't always co-ordinate so well, that the order was cancelled, my account was secure, etc.
Wednesday: get another email that phones are going to ship. I call fraud division and speak with some guy who was the worst customer support person I have ever spoken with. Was told repeated conflicting information, stated phones had already shipped by the time I called on Monday (but couldn't provide a tracking number) and contradicted everything told to me by the previous 6 ATT employees I had already contacted in the store on by phone. I went to corporate ATT store again, and we again call fraud division and the very helpful person gave confusing explanation. Even manager in ATT store found it made no sense.
Thursday: stopped by T-mobile store on way home to see what I would need to do to convert my 4 line iphone account. They really have a very nice store.
Friday: Congrats. Your phones have shipped email. The phones shipped from Memphis TN about 1am Thursday and were delivered in NY around noon on Thursday.
Yes, you read that right. I notified ATT of the fraud Monday around 5pm. The $1500 in new Galaxy S7 phones still shipped 60 hours after I notified ATT of the fraud!
It's Friday now. I've made two trips to the ATT store to speak with people, 4 calls in all to the fraud division...which means speaking with 8 people online as you have to go through the call center first. I get it, my account is now secure, but ATT is still leaking phones out the back at the business practices are a disaster. I was told conflicting details repeatedly, that the order was cancelled...then no it wasn't cancelled but a "cancel request" was made, etc. After all this run around it's very clear that ATT really doesn't have it business processes under control.
I should add that the in-store people and call center people were very polite and helpful. But two of the 4 fraud people I spoke with were simply horrible. All other ATT customer support people I have spoken with on this are embarrased by this. But fraud...those guys blame me for the improper access to the account and feel that they did everything right....even though $1500 in phones still shipped out the door.
I've been an ATT customer since 2008 and am reconsidering my choice. This is the worse experience I have had with any company ever.