Forum Discussion
How can I contact the Fraud Department?
Does anyone have an unpublished way to contact the Fraud Department? This whole setup at T-Mobile is pathetic. This internal department exists that can deactivate an account on a whim, and no ...
Well, my individual problem was finally resolved today, but I think the bigger issue is how the whole fraud department and verification process work. Since posting the above:
- Fraud department on Monday added a memo to my account that they never saw what we submitted from the local store on Friday
- We faxed the documentation again on Monday, from the same store
- The fraud department decided that what I sent wasn't good enough
- I submitted a different document today over lunch that was finally accepted
Ultimately, about a week total of no service when I wasn't negligent on dues, I'm not defrauding anyone, etc.
I'm marking this as the answer, but there really is no answer. The best you can do is to try and involve as many people as possible, and I did engage the T-Force team via Facebook. They were very helpful, to the extent they could be, but even they are at the mercy of the fraud department.
I can't speak for every circumstance, but in my case restoring service to my valid account was very painful. I think (maybe because of the porting scam earlier in the year) the balance is too far to the side of security vs. usability.
The 24 hours have gone by and I contacted again the support. The support told me that the fraud department called me at my "non activated number" as they did not know I could not answer and than put in their notes that the customer should go again to the store to again verify the identity again while calling them.
If I had not called the support nobody let me know that this is the situation. Not only this but they do not really provide a certain method to get hold of them.
I went to the store yesterday and it was very difficult to submit the request.
The store manager told me he cannot contact the fraud department directly therefore what is the point in asking me to go to the store again?
How will the process be different this time around?
