Beth A.

I received an email that my account passcode had been changed along with a number to call if I did not change it. I have not changed it so I called AT&T and the representative assist me to secure my account. Unfortunately, it appeared that an estranged family member who I was still paying for a cell phone had changed the code, I reached out to that family member and asked them to please open up their own account within the next two days so that I could remove their line from my account. The next day I received two emails from AT&T one my passcode has been changed again and the other one bill me for over $1400, and indicating that my monthly bill had gone up by $160 more than what I was already paying. I called AT&T to let them know that I had not changed the code or made the charges and report fraud. I was on the phone with AT&T for over an hour and a half, including time with a supervisor. They said that the charges shouldn't have been allowed to be made since no one is authorized on my account and the account is in my name only however they refuse to remove the charges and told me that I needed to file a civil complaint with the police department. Said the charges were made at an authorized dealer, and therefore they didn't have access to any of the information about the charges and couldn't tell whether or not the device that was bought in my name was taken from the store or just an order that was placed. They told me the only way they could remove the charges if the phone is returned, even though they didn't know whether or not the phone had actually been taken with the person who made the charges, they told me that they do not have any responsibility to maintain security on my account and that anyone who has a line on my account has access to change the code anytime they choose, and therefore make changes to the account and apparently purchases. I asked about canceling the line and they told me that would accelerate the charges and I would owe them the charges in full at the time of cancellation. They flag anyway, so there was no way for me to protect my account and make sure that this doesn't happen again without paying $1400. I did contact the police department who was able to determine that an order was placed for a new phone at an AT&T store, not an authorized retailer, so I'm unsure why AT&T wasn't able to provide me with any information including what device was purchased, what changes were made to my account, what store the device was purchased or ordered at or any other information. Fortunately, they were able to talk to my family member, and I'm hopeful that this will be resolved without too much trouble. I still don't know what changes were made to my account to increase the monthly bill to $368 a month from the $220 a month but it was, and I suppose I will have to wait to see how that plays out. I did also file a fraud claim with AT&T. You aren't able to speak with anybody in that department, and instead have to file an online claim before you can speak to anyone, so I have no information about that as of yet. It's remarkable that someone with no authorized access to my cell phone account was able to go into an AT&T store and make changes to my AT&T plan and also buy a new $1400 phone on my credit and my name without me being aware of it, and AT&T refuses to take any responsibility for the charges or the security of my account. Obviously, as soon as I can get a different service, I will do so. I've been with AT&T for about 20 years.