07-12-2012 08:09:01 AM
Has anyone else received what looks exactly like a genuine email from AT&T Online Services saying that "payment could not be processed"? When I got the email, I separately logged into my AT&T online account (not by clicking any of the email links) and everything in my account is just fine (no failed payments). I reexamined the email, comparing it to previous emails I have received from AT&T Online Services and noticed some interesting differences:
1) In all other communications, AT&T refers to me by name; the salutation in this email calls me "valued customer".
2) Under "Account Number", previous emails display the last four digits of my account ; this email just says "XXXX".
3) Most suspicous of all: this email refers to the balance on my home phone bill, and I am an internet-only customer.
This email passed through my phishing filter undetected and looks identical in every way to past emails I've received from AT&T, even the format of the sender's email address (firstname.lastname@example.org). If it isn't a phishing email, I thought maybe there was a glitch in the AT&T system and they accidentally sent me an email about a home phone bill. I'm note sure what to make of it, really.
That being said, I wanted to contact AT&T Customer Service to notify them about this suspicious email, but have found no way to contact them other than making a phone call, which never gets me anywhere. I am so frustrated that the only other support they seem to offer is their "Virtual Expert" (designed to answer simple questions, the answers to which are already available elsewhere) and generic support information limited to topics they've chosen (none of which are really applicable to this issue). Every other company I do business with has a customer support email address for effectively resolving issues like this (even big companies like Amazon and Windows), but it seems like AT&T doesn't care about my questions/issues unless it can be resolved with a scripted robot reply. Any suggestions???
07-16-2012 02:38:37 PM
We have recently become aware of this e-mail. It was not generated by AT&T, and we believe it is a scam. Please help us track the person responsible for this email by forwarding the message with the internet headers to: email@example.com
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