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AT&T

Help Squad: How to deal with a hacked email account

Want to know a secret? Help Squad has a mother and she has consumer issues too. In fact, Help Squad Mom recently called requesting assistance with a problem: her email had been hacked and her account suspended. As a dutiful daughter and run-of-the-mill consumer (not a Help Squad columnist), I contacted AT&T technical support on her behalf. This wound up being a two-and-a-half-hour odyssey that began via online chat with an offshore AT&T technical support representative (while Mom listened to and followed instructions read to her via speaker phone), transitioned to a phone call with the same rep and ultimately concluded with an escalation to a U.S.-based tier 2 technical support...

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