T-Mobile allowed an unauthorized user to access and control a family's account.

After a woman noticed an unauthorized order by someone unknown to her or her daughter, she contacted T-Mobile. Initially, the provider was hesitant because the person had used her husband's details to order an Apple Watch and service, charging it to his business account.

Following several conversations with T-Mobile representatives, the woman convinced them of the fraud. Although she requested the delivery address for the Apple Watch and was an authorized user, T-Mobile declined to provide it. However, they promised to cancel the line and remove the device charge.

In July, the woman received another T-Mobile notification. The business account was charged for a new line and an iPhone 15. After speaking with multiple agents who confirmed that she and her husband were the only authorized users, a fifth agent revealed that another person had been added previously.

Despite this error being T-Mobile's fault, they insisted that the couple return the iPhone 15 before reversing the charge and canceling the line. T-Mobile stated the person was technically authorized, despite the wife's previous notification. With the phone shipped to Georgia and the couple residing in Pennsylvania, retrieving the iPhone 15 from a stranger was impossible.

T-Mobile's only solution was for the couple to file a police report and email the fraud department. They did so, but received no response. The issue then escalated when the stranger contacted T-Mobile customer service. After an initial denial, the person successfully verified information on a subsequent call and gained access to the account.

The stranger then removed the husband from the business account he created, added himself as an authorized user, and enabled international calling. T-Mobile also failed to remove the Apple Watch and service charges from April, which the couple continued to pay despite assurances they would be removed.

Typically, one might suggest contacting T-Mobile CEO Mike Sievert's office. However, with his departure approaching, his focus is likely on the company's recent stock decline.

Another customer reported a similar issue and recommended filing a complaint with the FCC. Contacting the FCC can often resolve such matters successfully.

The woman posted that a fraud ticket was submitted with a supervisor and she expects to hear from T-Mobile soon. This article will be updated if necessary.

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