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vicchien1104's profile

New Member

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5 Messages

Thu, May 26, 2022 9:46 PM

Account closed, phone number given away, remaining balance taken WITHOUT ANY NOTICE

I received an email at the beginning of this month that my ATT wireless account was closed.  My wireless plan has been canceled and I cannot even check my balance and payment history since I cannot login. My service was stopped, and according to my friend, somebody else was answering the phone when they dialed my number. I have purchased a  12-month prepaid plan with unlimited phone calls and texts, and I paid my bill for the entire year in advance in July last year, which means I am good until the coming July. I have no idea what is going on. No explanation from AT&T whatsoever except the account closing email. I cannot seem to contact customer support because I'm now no longer a customer of AT&T.


What is going on here? Should I take legal action? 

Accepted Solution

Official Solution

ATTHelp

Community Support

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200.1K Messages

4 m مضت

Hello vicchien1104, we want to help shed some light on what's happening with your AT&T PREPAID account.

 

As mentioned by the ACE @formerlyknownas  beginning March 1, 2022, we sent cancellation notices informing session-based customers (AT&T PREPAID) that their account will be canceled on or after April 19, 2022, if they have not taken steps to upgrade to a compatible device.

 

For more information, please visit our support site for the 3G Network Shutdown.

 

If you have concerns about the remaining balance/refund on your PREPAID account, please contact us directly for assistance at 611 from your AT&T PREPAID phone or call 800.901.9878 from another phone.

 

Let us know if this information helps, and thank you for contacting the AT&T Community Forums.

 

Jeff, AT&T Community Specialist

Constructive

Employee

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29.3K Messages

4 m مضت

you were notified your phone was incompatible and this would happen, ignoring the texts and or emails over the past 2 years  was not a good thing to do. im sure you will come back and say you never received either 

ACE - Sage

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100.1K Messages

4 m مضت

AT&T started shutting down its 3-g Network on February 22nd of this year. On March 1st, anyone who still had a phone that was not capable of phone calls over the LTE network was emailed that they needed to replace their phone or their service would be cancelled in May.

As mentioned, a lot of people are claiming not to have received the first email. Clearly the email works just fine because you receive the cancellation notice. 

While I understand AT&T needed to get these phones off of their Network, canceling service and immediately reassigning the number was the wrong thing to do.

However,  you had less than two weeks to contact AT&T by phone or by going to a store, replacing the phone, and requesting they get your phone number back. It's now near the end of the month, which is too late.  

New Member

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5 Messages

4 m مضت

I see. Thank you for the replies, now I have a better idea of what is going on. However, I still have a remaining balance in my account and they canceled the number without returning. They did not provide service from May to July so I see no reason why they could keep the unused balance. Am I able to get my money back in any way?

New Member

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5 Messages

4 m مضت

Also, I searched my email account, and found no email from AT&T in the entire March. I got emails from them in Jan, and after that it is already April. I read each of the email, and none of them is in relation to cancelling my account. 

ACE - Sage

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100.1K Messages

4 m مضت

@vicchien1104

What did the emails say?

Upgrade your phone?  Patting themselves on the back about 5g?

If you want a refund for the three-month service, you can file a Better Business Bureau complaint.   However there will be no record of your account, as your phone number now belongs to someone else and prepaid has no records

New Member

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5 Messages

4 m مضت

They are literally all autogenerated emails about me changing my password, requesting verification codes, promotions, and order confirmations. Not a single one mentioned phone upgrade, 3G network, or service cancellation. I would've screenshotted it but I guess I cannot prove that I didn't delete that supposedly present email anyways. It really (Edited per community guidelines). I have a hard time understanding how they would simply keep customers' money without providing service and refuse to return. This is quite literally the definition of robbery.

(edited)

ACE - Sage

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100.1K Messages

4 m مضت

🤦🏼‍♀️  Jeff, exactly how is that going to happen? 

New Member

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5 Messages

4 m مضت

My previous comment was posted without seeing @ATTHelp 's reply. Thank you for your assistance Jeff, I will call during business hours and post updates on the situation.

Thank you @formerlyknownas for being extremely helpful.

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