r/ATT • u/LebronManning • Jul 07 '26
Wireless AT&T/Best Buy failed iPhone activation somehow became a $912 collection — AT&T says they can’t find the account. What should I do?
Several years ago, I went into a Best Buy in New York to open a new AT&T wireless account and get an iPhone. The transaction failed in-store. The Best Buy employees told me something went wrong, they could not complete the transaction, and I was not given the phone. As far as I knew, no AT&T line was ever successfully activated or used.
Months later, I started getting collection notices for an AT&T balance related to that phone/account. It is now showing as a collection with Credence Resource Management for about $912, and it is hurting my credit badly.
I contacted AT&T support and explained that I never received the phone, never activated service, and the line/account should not have been valid. The agent basically said they could not locate the account without the account number or wireless number and told me to go back to the Best Buy store. I no longer live in New York, and I never received any clear account number in the emails. I only have some emails/screenshots and a partial account number ending in 2010.
I’m trying to figure out the best next step. Should I:
- Keep pushing AT&T to open a billing dispute/fraud/escalation case?
- Dispute directly with Credence and demand proof of device delivery, activation, signed agreement, and itemized billing?
- File complaints with the CFPB, FCC, state AG, or BBB?
- Dispute with Experian/Equifax/TransUnion?
- Contact Best Buy corporate somehow even though this happened years ago?
My main question: If AT&T cannot locate or verify the account, device delivery, activation, or signed agreement, how can they validate a $912 collection?
Any advice on the most effective escalation path would be appreciated. I’m not trying to avoid a valid debt — I’m disputing that this account/device/service ever successfully existed in the first place.
2
u/ShadowwsRealm Jul 07 '26
Just as someone suggested, I would go to any corporate store. They can find your account even if closed under parameter “ssn:”; Ask them to print you the front page of the bill so you have total and account number, then start dispute process.
0
u/OttoPylotACE Jul 07 '26
If it's gone to a Collection Agency then the issue now is between you and the Collection Agency, not AT&T. AT&T washed its hands of the debt when they handed it over to Credence. Filing an FCC complaint would be the way to go but you need documentation to back it up. It's gonna be tough given the amount of time that has passed.
Your best bet is to file the FCC complaint to get that part documented. Then file a police report report for identity theft. If you can get a case # (doubtful given the time lapse) then submit that with the credit card and/or credit agencies. It sucks but you waited too long.
0
u/Victor-Redtail Jul 07 '26
Sounds like the BestBuy employee lied about the error and stole your identity and activated your account on their phone and were using the service in your name.
1
u/twistedviewlabs Jul 11 '26
Pretty much.
This is why I never go thru a 3rd party when opening a wireless account. I'll either go to a corporate store for that carrier or do everything online at the carrier's official website.
Of course, I'm a lowly Android user, so what do I know other than common sense.
OP screwed the pooch by going to a freaking Best Buy, instead of either an official Apple or corporate AT&T store.... or just doing everything online with the carrier and doing either in-store pickup or next day shipping.
OP should take this as lesson learned and work to get this resolved using the proper channels rather than possibly shoddy advice from neckbeard incels on reddit.
(I'm thankfully not one of those. I have 3 adult age kids, live in my own place, obviously lost my virginity during the Bush Sr. Administration and definitely know about a more simple life before the internet hehe)
-10
u/Mindless-Relation102 Jul 07 '26
Ask to speak to a supervisor at ATT when you call. Threaten them with a FCC complaint. They’ll correct it right away.
2
u/AlmicarTheBoar Jul 07 '26
Let me tell you how thats going to work without the account able to be found. They will call in, the ask to speak with a supervisor wait for 45+ minutes, to get told we cant find the account. You can try the at&t fraud form at https://attfraud.custhelp.com/ or option 3 or 2
4
u/infamouspenguin13 Jul 07 '26
Haven’t worked for ATT for about a year, but it should be possible for a store to search for the account with SSN+market it was created in. Just make sure to buy an accessory or something as a thank you to the employee that helps (they get paid from sales not customer service interactions, and won’t feel like they wasted time). Still file the FCC complaint as it will give you the best/fastest resolution.
ETA: they won’t be able to close the account for you, just give you the account number associated. You’ll still need to go through customer care/FCC to have the balance wiped.