So now when an existing customer pays their bill on time - auto pay ect, 2-5 yrs tenure, it's common practice to flag their account as " fraud " and deny them any more lines of service. Today alone our store lost 7 lines of service between 3 customers - all flagged as fraud. Business and consumer lines. When one calls the " fraud " dept, they ask outdated questions to the customer, and the customer has the look on their face of disgust, and shazaam - the application is denied - have a nice day, there is no other venue, please leave the company and port out all your lines with you.
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Our store lost 4 new lines today. A family of 4 wanted to port over as they just signed up for tv & fiber. Credit came back fine, no down payments for any devices, everything was fine till the very end, credit review fraud dept. We asked the customer if they had any freeze on their credit with the bureau's and they did not. Called in to fraud and asked a bunch of questions in which the options did not make any sense to the customer. The fraud rep got on the line and said service denied, have a nice day. End of sale. This is the new AT&T.
In my experience, the ones who come into the store and are definitely fraud, they get approved through the fraud department.The ones that are legitimate, get denied. So frustrating
AI and people reading off scripts and no real decisions being made. The beginning of the end.
Do you have a web site? No.
Ok. Please give me just a couple minutes......I'm sorry. At this time you are not approved. No further info is available.
Standard fraud department conversation with business customers with 10+ years of service and on time payments with T.
"Did your client have a credit freeze to prevent fraud? You may want to get all the facts before shaming the company."
As someone who has had frozen credit long before it was free, why should that matter? It's not like it's a new concept.
- ) Banks or finance companies don't flag you for fraud if they hit a freeze while checking an application. They will simply let you know they've hit a freeze and ask you to thaw a specific agency while they look. BTDT several times. no harm, no foul. In fact, it's a great test to see if it's working.
- ) Existing accounts, for example AMEX, still have access to my credit. I can see regular periodic soft inquires confirming this.
- ) Many wireless providers, including T use a credit reporting agency that is not one of the Big Three and is difficult to impossible to freeze in the first place.
If the issue were truly related to frozen credit, it's up to us to correct that. It sounds more plausible that our fraud dept, is in fact jacked.
Did your client have a credit freeze to prevent fraud? You may want to get all the facts before shaming the company.