Cellular Advantage Inc.

Response: In Reply to Mr ***A $card will be mailed tomorrow, 10-13-In response to the customer characterization of my employee of years who has never given me a reason to question his honesty or integrityHe is hard working family man working his way thru *** *** *** In Response to the customers reference to the company process1.Retail sales Representatives cannot upgrade any existing line of service without having an exact match on the passwordThe AT&T Point of Sale System for Authorized Retailers does not permit the seller to move past the password confirmation screen without the "exact"passwordOur business has every reason to protect the customers interest when fraudulent activities occur, not only because it's good business but also of the financial consequences imposed on our business when these events occurIn this case where the equipment has left our store, each device is valued approximately at $for which we have no recovery (as these equipment charges are passed onto our company from AT&T) Our sales representative followed each of the AT&T security requirements required of all Authorized Retailers when accessing a customer accountWe have remitted a $AT&T Gift card by mailing to *** ***, *** *** *** *** *** ** ***

Revdex.com:Although I am aware that company's computer systems are constantly being hacked to expose their customer's personal information and passwords, I have not been informed that AT&T's customer data base has been hacked, therefore I find it impossible to believe that [redacted] actually asked for a passcode.  Further, I think that it would be AT&T policy to thoroughly scrutinize any out-of-state purchase of more than one phone during a single visit.  I can understand someone traveling, losing their phone, and needing to replace a single phone.  If someone from out of state comes into a store claiming to have lost their phone (they obviously didn't have my phone with them) but then also purchasing 3 other phones, all kinds of red flags and alarms should go off.  First, [redacted] should have offered to use Find My iPhone to locate the customer' phone.  This would have shown that the phone was in NC and that it shouldn't have been used for several hours taking into account travel time from NC to KY.  He then could have checked usage to see if that in fact it had been used.  Seeing that the phone had been used all day long, he could have called my phone, which I would have answered, to confirm that the phone was indeed lost.  [redacted] is either part of the theft ring or has no common sense.In a quick review of my cell phone bill, I find that I received a call from ###-###-#### on 5/31/16 at 8:26 PM.  This is the date of the fraudulent activity.  I was not able to receive the call because my number had been transferred to the thief's phone.  Other calls to and from Louisville that day would have been on my office phone and that is when I was told that a police report would be filed.  I also show that I called ###-###-#### on 6/6/16 at 11:14 AM and 6/27/16 at 10:46 AM.  Each time I had to leave a message asking for information on the police report so that I could contact the Louisville police with more information on the case.I am not willing to allow the business to access my account to apply the $50 credit, but they can mail me an AT&T gift card that I can take to my local AT&T corporate store to apply toward my next bill.I am offended by the response made by the business in reference to complaint ID [redacted], but will accept a $50 AT&T corporate gift card that can be used at my local AT&T store.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Cellullar Advantage Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: ...

Response: A customer entered our store representing himself to be Mr [redacted]. The customer presented an out of town Drivers License matching the name and address listed on the AT&T account info. (Standard check for us) The AT&T Point of Sale system also prompts our representative to enter a password that only the account holder would know. Our representative ([redacted]) is unable to continue a transaction in the Point of Sales system without an exact password match. The customer in front of us represented himself as Mr [redacted] and our representative had no reason to suspect the information was fraudulent as the photo ID matched the individual in front of him and the individual knew the account holders password. All of the proper security precautions were taken. A Police Report was not filed by us as no criminal act had been taken against our company. Our Manager indicated Mr [redacted] needed to complete the report as he was the one defrauded. Mr [redacted] continued to insist we needed to complete the report however no promise was made. The Manger's account of her conversations with Mr [redacted]'s is quite different than what has been written. I would be open to receiving copies of the telephone bills reflecting the numerous calls made to our company. If the customer would permit and authorize our access to the account to post a $50 bill credit for his inconvenience we would take care of this quickly. Sent on: 9/28/2016 11:30:04 AM