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5 Messages
Wednesday, November 1st, 2023 6:23 PM
Hi,
I was the victim of CC fraud and theft in 2019/2020. How can I obtain my wireless and landline usage details dating back to then?
Thank you,
Mark
PS. Customer Service 800.288.2020 told me to visit a local corporate store, they told me to call customer service. Neither have been able to assist.
Questions
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Updated
7 months ago
•Edited
985
18
Responses
Accepted Solution
ACE - Expert
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14.3K Messages
7 months ago
You will need to call and request *detailed* bill reprints of each bill for that time period. There is a charge of $5 for each.
6 Messages
7 months ago
I'm going through this right now. I am on my third attempt. I requested several months of wireless records to include full usage details from 2020-2022. They sent only one month's records and it included the full usage details. That took several weeks to receive after I requested it. I called again to let them know only one month was received so they submitted another request for the remaining months (again). I stressed several times that i needed the usage details, not summaries. After two more weeks I received the months requested but only the summary bills with no usage details. I called again today and requested them yet again and will have to wait another 2 weeks or so to see if they get this one correct. Also, they said I would have to pay the $5 per copy again. It's been frustrating.
I called 1-800-331-0500. I hope you have better luck than I've had.
Community Support
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232.7K Messages
7 months ago
Hey @NeverEndingStoryyyy, thank you for reaching out to AT&T Community Forums. We hear you, and want to help you with this! So let's get the information you need.
We have an option to share the copy of the detailed bills through mail, which will cost you $5 per bill reprint. It can take 5-7 business days for you to receive the copies.
However, to expediate the entire process you can visit a nearby AT&T owned retail store and can request for the detailed bill copies. (bill reprint charges may apply)
We hope this information helps!
Reach out to us, if you have any more questions.
Thank you.
Scarlett, AT&T Community Specialist
6 Messages
7 months ago
Hi Scarlett, thanks for the reply. I have already called several times to request the copies so hopefully it works this time. Are you saying that they can print the copies in the retail stores while I'm there? Or they will submit the requests for the detailed bills to be printed and mailed to me? I have a feeling if I go to an ATT store and ask for this they will not know what I'm talking about. I would love if they could print them locally though.
Community Support
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232.7K Messages
7 months ago
Hey @NeverEndingStoryyyy, I understand your situation.
Yes, they will print the copies at the retail stores. As you have mentioned, that you require detailed bills from 2020-2022. The whole process may take time.
So we suggest you to book a store appointment here: Schedule an AT&T store appointment
We hope this information helps!
Reach out to us, if you have any more questions.
Thank you for contacting AT&T Community Forums,
Scarlett, AT&T Community Specialist
6 Messages
7 months ago
As expected, I went to the ATT owned store and they said they do not have this ability. They said they only have access to three months of records and even then they do not have the ability to print. I said that ATTHelp said in writing that the retail stores could provide this service ans they said “they always send everyone to the stores.” A complete waste of a drive and time. The ATT stores are not interested in customer service, only sales.
Community Support
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232.7K Messages
7 months ago
Hi @NeverEndingStoryyyy, we realise that this situation is difficult, but rest-assured we will find a solution for you.
We want to inform you that you can view up to 16 months of your usage details including data, calls and text of your device by signing in to your myAT&T account. For more than 16 months bill details you can visit the nearest AT&T store.
Please follow the below steps to download wireless usage details:
- Go to Usage. Sign in, if asked.
- Select the bill period you want to view.
- Choose your service type:
- Wireless-only service: Look in Usage by number section, find the device you want to manage, and select View more usage details and options. Choose See data, text, and talk logs.
- More than one service: Look in Basic plan usage section, find the device you want to manage, and select View usage details. Choose how you want to view your details.
To learn more click on wireless usage history.
Thank you for contacting AT&T Community Forums.
Dominic, AT&T Community Specilaist
Former Employee
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2.7K Messages
7 months ago
@ATTHelp Goodness. Did you not read the issue? They are requesting copies from 2020. Going into their account is not an option.
(edited)
6 Messages
7 months ago
Okay, Mark, here's the latest. I called customer service again today and got a wonderful customer service rep who knew her stuff! She knew exactly what I needed and she took the time to read all of the notes from my previous calls and reach out to the team who processes these print requests. She chatted with me while they processed all of the months of bills I needed right then and there. She said these old bills must be retrieved directly from their billing system and they have to specifically include the Detailed Usage part, otherwise you just get the summary. The rep yesterday did not do any of this.
I did receive a bill for one month in 2020 that included the Detailed Usage section so they can definitely do it. It's crazy that getting all of the months has been so difficult. It seems like the experience level of the customer service rep determines how painful this process will be.
I will let you know in 7 to 10 days if they sent everything.
5 Messages
7 months ago
Hi @NeverEndingStoryyyy,
Can you provide me with the exact phone number you dialed at ATT, and any call tree selections, you made? I have already called the Customer Service Department at 1.800.288.2020 and visited a corporate ATT local store and the best they could do was refer me to online to download the last 16 months.
Thank you in advance,
Mark
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