On Saturday, my wife phone’s was stolen at a Hollywood restaurant. She had insurance, so we called on Sunday and filed a claim. The replacement phone arrived on Tuesday, so Wednesday morning we called to activate it. After going through the process, the Asturion rep said he needed to send a code to the phone, but since it was not activated, my wife would need to go to an AT&T store with her ID, and it would take “just a few minutes” to activate. She went to a store, and was told to go to an AT&T company store. There, she was told to get on the phone with the fraud department. She was asked 5 questions to verify her identity, which she answered accurately. Strangely, after the last question, the AT&T employee claimed to have heard that somebody gave her the answer (impossible, she was by herself) and hang up on her. The employee at the store was apologetic and called again. After going through 5 questions again, she finds out that the first guy blocked the activation for 24 hours, because he suspected she had been helped with the answers. Unbelievably frustrating. She still doesn’t have a phone and will try again today at a company store. She is a long-term customer and is seriously thinking about dumping AT&T. After having her phone stolen, we feel like we are treated as the criminals. Would give them zero stars if it was possible.
