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Does anyone have an unpublished way to contact the Fraud Department?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 one can contact them. Customer Care can't get a hold of them; the number they used to have was deactivated. The store support teams can't contact them; the best they can do is open a case and wait to hear back.
How is this acceptable when T-Mobile sells itself as the friendly, no BS carrier? I'm paid up on my charges (it's a brand new account), but my account was marked fraudulent in the middle of a porting process. You deactivated not only my T-Mobile services, but also terminated my old carrier's plan due to the port. I also have no guarantee as of now that I'll be keeping my number.
Everyone I contact just quotes the standard "24 to 48 hours" response for fraud responses, but that's unacceptable.
If you don't know what I'm talking about, pray that you never travel frequently or try to make account changes while travelling. T-Mobile will make getting basic cellular service an absolute hell.
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.
I understand how frustrating this is but did you try reaching out to T-Force?
Yes, I just did. I'll update on what their response is.
Great! I'll keep my fingers crossed that you get a good resolution!
I'm sorry that you didn't get the immediate answer you were looking for but I hope that a new ticket will escalate the problem and get the right folks to take notice! I'm just curious though, do you know why your account was flagged in the middle of the porting process?
Just checking in on the question above! 😊
-Lauren
@tmo_lauren in answer to your email
It was because I followed T-Mobile Online Chat Support recommendations to use Unlock Device app
I try too many times unsiccessfully and it Flagged Fraud department
But they (Fraud Department) neglected to view the T-Mobile online Chat Support logs to see it happened.
Right hand vs Left hand )
People close to me are having similar problems now. T-Mobile should be sued over these practices. T-Mobile authorized a 3rd party to sell T-Mobile accounts. That company just opened up one account with hundreds or thousands of lines and sold them at a markup. One day T-Mobile canceled the account and all the numbers under it. All the customers were left without service without any prior notifications or warnings. You can imagine how difficult it is to lose your number after having it for years. These days everything is connected to your phone number. When the victims of this fraud attempted to open up a new account with T-Mobile and retrieve their number, all customer service would say is that we have to mail a letter to the fraud department. That is unreasonably slow, you can't go without access to your accounts connected to that phone number for that length of time. It means accepting you lost that number, getting a new one, and attempting to get back into your bank account, work account, school account, and whatever else was using your phone number for authentication, as well as having to inform everyone of your new number and all the other headaches that come along with this. On the other hand, if you were able to call the department that canceled your number, perhaps you could resolve the issue in a timely and useful fashion.
Having this exact same problem. I'm done with TMobile.
Having the same issues today! Had main account holder go to Tmobile store to show ID. Even though I'm an authorized user I can't do anything! My mom is older and doesn't due tech things. But we wanted the 55 and over plan to save $. I had been with Tmobile g or years and years prior to this. The store called the fraud department and they said they will reset the account on Sunday. Today is Christmas eve. So we all don't have phones over Christmas to call or talked to loved ones. I'm furious so say the least!
12/11 - fraudulent activity was detected and reported to t-mo rep who forwarded all findings to fraud department
1st off, phones were purchased at two different locations 30+ mi away from home. 2nd, I called t-mo the day the lines were opened to report it was fraud. I was initially told all the lines would be disconnected and that I wouldn't have to worry about any charges. Then I'm told to allow the lines to stay active so they can "investigate".
12/21 - waited ten days just to be told they could not find any fraudulent activity. What was the point of their stupid investigation???
Now I am forced to file a police report and to top it all off, IM ON THE HOOK for the phones that were fraudulently purchased. So I am going to end up paying 3-4 grand for all this without any possible reimbursement at this time.
THANKS T-MO! Grade A investigation 👍
