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Does anyone have an unpublished way to contact the Fraud Department?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'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?
Nope, still no resolution. The T-Force team tries to be helpful and are very friendly, but they can't do more than open a ticket on this either. Filed an issue and now we wait for a response, like everyone else I've contacted previously.
If T-Mobile has internal review meetings, this really needs to be brought up. It works over us customers because we're stuck with no answers and not receiving the thing we're paying for. It screws over employees because they have to follow the company line of "I understand... I apologize for..." and can't solve the actual problem.
Great! I'll keep my fingers crossed that you get a good resolution!
Yes, I just did. I'll update on what their response is.
I understand how frustrating this is but did you try reaching out to T-Force?
Right, but that's the problem.
Why can't I contact them? Who decided this was acceptable? This is absolutely not a good experience.
I just moved back to the US from Germany. With Deutsche Telekom (the German parent company) I could verify my identity from a laptop or cell phone over the web. Takes all of 10 minutes; if that.
Here, with the supposed "un-carrier" there's no way to directly deal with this issue or follow up. T-Mobile's own employees can't do anything!
First of all- love your name! TROGDOOOOOOOOOR!
ANYWAY, I hate that you're having this problem. Sadly, there's not a way to contact fraud directly; the rep creates a case and submits information and they reach out to appropriate parties. I would recommend reaching out to T-Force via Twitter or Facebook, they'll be able to check your account and see when the claim was filed and the status of it.
