Long gone are the days of decisions being made to better the business. Now we are in the business of turning away existing customers and flagging upgrades for fraud. We are a laughing stock in the telecom industry. We look like amateurs. Congratulations.
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I had an account opened in my name and address. I got a bill for a service I never ordered and the phone number on the bill was a phony number. I complained to ATT and sent all the information plus a police report to the ATT fraud division and they told me I still was responsible for the account. WTF The ATT fraud department is a total joke and they are blasted on the internet. ATT is a joke.
"We look like amateurs. Congratulations." - because we are amateurs
We turn away existing customers who have been with us 5+ yrs - they come in to add a line for johnny who just turned 12. Go to add the line and we have to call in to the fraud dept. They ask the customer about an address they lived at 16 yrs ago and they need the street name. Customer says I have no idea. Application denied. We took a perfectly good normal transaction - and ran it into the mud, pi---d off the customer, and they left angry. But what was worse was the look on the 12yr old face. That kid was really looking forward to his iphone. We are an awful company now and our systems that we use are the worst I have ever seen on the front line.
Really sad! Put the sales rep between Fraud dept and the customer and we are left to say , “We have no idea”! And it’s an existing customer of years and no NPD!
Just waiting for customer being a “lawyer” gets on that phone and they say it’s fraud dept and then they deny the application!
Yelp, fireworks !!
That was the plan all along. We can't pretend that they didn't know all the scammer call centers were based out of India. Go you YouTube and search for scam call center and tell me what you notice.
Sorry, they told us we needed to use AI otherwise no bonus.