AT&T is serious about protecting its customers against telecommunications fraud doing things like 24/7 monitoring of potential fraud and directing customers to resources for guarding their information. Fraudsters are trying constantly to find new ways to take advantage of both carriers and customers, so working together to keep everyone informed is critical to prevention.
Identity theft is the unauthorized use of someone else's information to obtain goods and services. Fraudsters use various means to steal information associated with your identity, such as name, date of birth, address, and Social Security Number.
How can I protect myself?
- • Safeguard your personal information and be careful about sharing it.
- • Beware of people manipulating you for information.
- • Always use complex passwords online.
- • Don’t open emails or links from unknown sources.
- • Don’t give out your email address without knowing precisely how it will be used.
- • Be wary of telemarketing calls that make unrealistic promises or ask for personal information.
What if my identity is stolen?
Contact any of the three major credit bureaus to place a fraud alert on your credit file. The fraud alert asks creditors to contact you before opening new accounts or making changes to your existing accounts.
- • Equifax: 800.525.6285, www.equifax.com
- • Experian: 888.397.3742, www.experian.com
- • TransUnion: 800.680.7289, www.transunion.com
As soon as one credit bureau confirms your fraud alert, the other two bureaus automatically are notified to place fraud alerts, and you are eligible to receive two free credit reports from all three bureaus within twelve months. Additional steps you should take include:
- • Close the accounts that you know or believe have been tampered with or opened fraudulently. Use the ID Theft Affidavit which can be downloaded at www.consumer.ftc.gov.
- • File a police report, and get a copy to submit to your creditors and others who may require proof of the crime.
- • File your complaint with the FTC. The FTC maintains an identity theft database that law enforcement agencies use for investigations. Filing a complaint also helps the FTC better assist you, as the commission learns more about identity theft and the problems it creates. This can also be done online at www.consumer.ftc.gov or by calling the FTC.
What if my identity is used to establish AT&T service without my knowledge?
An identity theft victim usually discovers an unrecognized AT&T account in one of three ways:
- 1. Victim receives an AT&T bill for an unknown or unauthorized account
- 2. Victim receives a collection-agency notice for an unknown or unauthorized AT&T account
- 3. Victim’s credit report displays an unknown or unauthorized AT&T account
For wireless accounts, please contact the Global Fraud Management Organization at 877.844.5584.
For wireline and U-verse accounts, contact the Global Fraud Management Organization at 866.718.2011.
Malware, which includes computer viruses, is malicious software designed to attack your computer and take control of some functions to transmit personal and financial information.
What are the signs?
- • Sluggish computer performance
- • Unwanted or unfamiliar ads
- • Changes in your Internet browser homepage
- • Unauthorized account access
What if my computer becomes infected?
While AT&T is not the source of – and cannot control – malware, we take our customers’ security and privacy very seriously. We recommend the following steps and tools to protect against malware:
- • Install, use, and regularly update anti-virus and anti-spyware software.
- • Ensure the operating system has all necessary security updates, recommended by the operating system provider.
- • Check online accounts for unauthorized activity.
- • Review trusted online sources for information on protecting your computer.
- • AT&T High Speed Internet customers can protect themselves and their PCs with the AT&T Internet Security Suite powered by McAfee®. This suite is free to qualified customers and includes anti-virus, anti-spyware, and firewall protection so that you can surf, search, and transact online with confidence.
There is no foolproof way to combat malware, but here are some online resources on malware and computer security. Listing a site should not be construed as an endorsement of the service provider or the provider‘s software.
Email fraud, also known as “phishing,” occurs when the sender masquerades as a trustworthy party to acquire sensitive information through any form of electronic communication. The fraudster often goes to great lengths to set up fake Web sites that appear to be those of real companies.
How do I spot it?
- • Be suspicious if the email asks you to update or verify your information.
- • Pay close attention to the URL to see if it’s organized in an unusual way.
- • Look for poor grammar or spelling; online scammers often live in countries where English is not the first language.
- • Check for a lack or incorrect use of trademarked symbols.
- • Be wary of links that lead to unfamiliar pages.
What if I find email fraud?
If you receive an email that you believe to be fraudulent, choose from the options below. Be sure to include full headers in any reports.
If the phishing scam is impersonating AT&T or any AT&T-owned or -operated Web sites or services:
- a) Do not click on any links in a suspicious email. If you do click on a link that directs you to a login site, do not log in. Logging in may allow phishers to capture your login and password.
- b) Forward the email to AT&T Internet Security.
- c) If the phish is not related to your AT&T account, contact the company the email claims to be from.
If the phishing scam does not resemble a message from AT&T but is from an AT&T address, send an email to firstname.lastname@example.org.
For all other cases (non-AT&T messages from other email accounts, bank scams, and so on) send an email to email@example.com.
If more information is needed, you may be contacted by a fraud investigator.
For additional information on how to protect yourself from email phishing and fake websites, please go to AT&T’s Internet Support site for more information.
Billing fraud is the act of placing fraudulent, unauthorized charges on your phone bill. You never authorized them and you don’t want them. AT&T takes billing fraud seriously and we work to protect and help customers who believe they may have been billed for unauthorized third-party charges.
What if it occurs?
- • You may request a "third-party bill block" at no charge by calling 800.288.2020. The bill block will not block long-distance charges. For additional tips, visit att.com/safety.
- • Be sure you know the charge in advance for calling 800 and 900 numbers. Not all 800 numbers are toll-free. For more information on toll-free 800 and 900 numbers, visit att.com/areacodes and select Frequently Asked Questions in the General Area Code Information section.
- • You can access up to the last 13 months of your phone bill at att.com/pay. If you see unfamiliar charges on your bill, call the toll-free number listed on the page where the charge appears.
Private Branch Exchange (PBX), voicemail, or Customer Premise Equipment (CPE) fraud targets businesses in an attempt to compromise customers' PBX, voicemail, or equipment for the purpose of selling or placing calls. Business customers whose equipment has been compromised could potentially have thousands of dollars in fraudulent calls charged to their account within a short period of time.
What if PBX, voicemail, or equipment fraud occurs?
If you suspect you are a victim immediately contact AT&T’s Global Fraud Management Organization at 800.821.8235, prompt 1.
Residential customers can also be victims of equipment fraud. Contact AT&T’s Global Fraud Management Organization at 800-286-7071 if you suspect fraud on your residential equipment.
Calling card fraud is the unauthorized use of a legitimate customer’s calling card information. Criminals will attempt to steal, find, or get physically close enough to read the calling card information.
What if calling card fraud occurs?
Contact AT&T’s Global Fraud Management Organization. Here are types of cards and the appropriate numbers to call:
- • Software Defined Network – Network Remote Access (SDN-NRA) cards: 800.932.9792
- • Business Calling Card Fraud Management (BCCFM) cards: 866.215.1329
- • Local Exchange Carrier (LEC) cards: 800.662.6214.
What should I do if my wireless phone is lost or stolen?
Report your phone as lost or stolen to AT&T as soon as you are aware of the situation. Contact a Customer Care representative at 800.331.0500.
How do I handle general billing questions, such as, calls I don’t recognize, issues regarding rate plans, and so on?
Contact Customer Care at 800.331.0500.
What if there are unauthorized charges from AT&T on my credit card or bank statement?
You must contact both AT&T and the financial institution as follows:
AT&T Account Disposition:
If the charges pertain to an AT&T wireless account, contact the Global Fraud Management Organization at 877.844.5584. If the charges pertain to an AT&T wireline or U-verse accounts, contact the Global Fraud Management Organization at 866.718. 2011.
Disposition of credit card/bank account charges:
Contact your financial institution for assistance with unauthorized charges. Your financial institution should take steps to refund the payment through a chargeback process.
What if additional lines were added to my existing AT&T wireless account or a new account was opened in my name without my consent?
The account holder should contact the Global Fraud Management Department at 877.844.5584.
What if someone has accessed my ATT.com account without my authorization?
Contact Customer Care at 800.331.0500.