Find out which department to contact for fraud, billing issues, account changes, and unexpected charges.

Not every surprise charge is fraud. It may be a billing error, store issue, or promo that didn’t apply.

  • Use your online account or call us for billing errors, missed promos, AutoPay questions, wrong prices, or unexpected add-ons from a normal store visit or plan change. Select the Check account tab.
  • Contact our Global Fraud Management team if you didn’t approve an order, charge, or account change. You should also let them know if someone used your personal info or sent devices (or equipment) to another address. Select the Fraud tab.

Still not sure? Contact us and say, I think this may be fraud because I did not authorize it. We’ll put you in touch with the right team. If you think your AT&T phone number has been illegally transferred, contact us as soon as possible.

Good to know: You can also follow the Federal Trade Commission’s checklist on identitytheft.gov.

Some issues may feel like fraud, but they’re often billing or store issues. Sign in to your account first to check AutoPay, payments, plan details, and add-ons.

Use your online account or call us for:

  • AutoPay or payment questions, like a charge on the wrong card. Manage AutoPay
  • Price or plan issues, like a promo that didn’t apply.
  • Billing confusion, like payments posted late or don’t match your bill.
  • Add-ons you didn’t expect after a store visit or plan change.

These issues still matter and may need to be fixed. They usually don’t need a fraud claim unless someone you don’t know accessed your account or used your info without permission.

If you still need help, contact us.

If a scammer or someone you don’t know used your account, or identity, contact our Global Fraud Management team. Red flags include pressure to act fast, ship items, or call a different number.

Some examples of when to contact our fraud team include:

  • You ordered a phone, tablet, or equipment and then sent them to someone else because it was required for “activation,” “IT setup,” or “the wrong device was sent to you.”
  • Someone called you and pretended to be from AT&T. They offered you free devices, a promotion, discount, or credit to your account in exchange for ordering the items. They told you to pick up a device in store or ship it to your house. Once you have the items, the fraudster calls you back and says:
    • You need to call back to activate the device or complete the offer.
    • You picked up or received the wrong (or defective) device and need to return it to the fraudster (who’s pretending to be AT&T).
    • You have to send the device back to the fraudster (who’s pretending to be AT&T) so it can be activated
  • Your card shows an AT&T charge, but you don’t see a matching payment or credit on your AT&T account.
  • You see a change, order, or new service on your account that you didn’t approve, and it isn’t tied to a recent store visit, plan change, or someone you know.

Wireless

Go to the Wireless Fraud page or call 877.844.5584 for help with filing a fraud claim. Protect yourself from unauthorized activities or account fraud

Internet or phone

Go to the Voice and Internet Fraud page or call 877.379.2319 for help with reporting fraud.

Last updated: August 24, 2026

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