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Jtess's profile

14 Messages

Friday, November 17th, 2023 2:40 PM

Agent sold me the wrong prepaid eSIM card.

As a Canadian tourist I purchased an AT&T eSIM card from an agent in Las Vegas. I wanted to be able to call Canada, but the prepaid 30 day service I was sold did not include calls to Candad. The agent admitted he sold me the wrong eSIM but said he could not issue a refund, I would have to call head office. I've spent hours trying to reach an agent but to no avail. 

I would like a refund for $45.07 for the prepaid service I never used.

ACE - Sage

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115.9K Messages

3 months ago

That's not how any of this works.  A SIM card is a SIM card. There is no different kind of SIM card for a phone.

Whether or not calls and texts to Canada is included depends on which plan you have purchased.

The $40 or more prepaid phone plans do include calls & texts, in and between the USA and Canada.

The $30 plan does not.  (See the chart.  

ACE - Sage

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115.9K Messages

3 months ago

If you are on the $30 plan, call AT&T and explain the mix-up and ask if they can put you on the $40 plan.   

14 Messages

3 months ago

Thank you for your response. I tried calling several numbers trying to reach AT&T customer service / billing and the one time I was actually able to reach a live agent, they told me to go back to the agent at the mall kiosk for a refund and when I went back several times to different agents I was told they are not authorized to give refunds on prepaid accounts. 🤷‍♀️

14 Messages

3 months ago

I don’t need another plan, I’m back in Canada now.
I was sold the $30 plan by the agent who advised me I could make calls to Canada. When I tried to make a call a recording came on saying my plan did not permit calls to Canada. I immediately returned to the agent who admitted he mistakenly sold me the wrong plan but couldn’t issue a refund …

ACE - Sage

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115.9K Messages

3 months ago

Yeah AT&T does not refund. 

Virtual calls are a thing...

Any plans $30 or less, does not include call text and data in and between Canada. The $40 plan and up does..

Always read the AT&T prepaid sales page that you know what is being offered so that you select the correct plan.

Community Support

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229.6K Messages

3 months ago

We’re understood how frustrating this must be and we understand your situation @Jtess.

Thank you ace for the relevant information.

We recommended you to please reach out to our Prepaid Customer Care Team at 800-901-9878 as they will be able to help you with billing related information.

We hope this helps!

Thank you for contacting AT&T Community & Forums,
Susan, AT&T Community Specialist

14 Messages

3 months ago

I appreciate your assistance. I phoned the number you suggested and once again go the runaround because I can’t follow the suggestions - I can’t set up a pin, I also can’t get past the different automated responses since my problem seems to be too unique.

Once again - I am back in Canada now, I was sold the wrong SIM card - a card that didn’t in fact permit to make calls to Canada, which the agent agreed was sold to me in error, but said he couldn’t issue a refund.

I can’t upgrade my service, as I am no longer in the US and I’m seeking a refund of $45.07 which in CAN funds translates to $62.27. Yes, the Canadian dollar is that low! How can I navigate the computerized responses to actually speak to a Customer Service representative?

Community Support

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229.6K Messages

3 months ago

We acknowledge your query and apologize for the inconvenience caused to you, @Jtess.

We really are thankful to all the ACEs who shared their relevant information, and helped solve the issue.
The $40 or more prepaid phone plans do include calls & texts, in and between the USA and Canada.

Your best bet is to reach out to our Prepaid Customer Care Team at 800-901-9878 as they will be able to help you with billing related information.

If you need more help, don't be afraid to get in touch with us!   
Wishing you a wonderful day!
MatG, AT&T's Community Specialist.

14 Messages

3 months ago

Hi MatG,

I was sold the $30 plan, but with the set up fees, it came to $45.07. The $30 plan I was sold does not include calls to Canada. I have called the number 747-901-9878 and the automated responses prevent me from getting to a live agent. You should try calling the number yourself, it’s impossible to get past these robots with my unique problem. If I say I have the wrong plan or I need to speak to agent, it ignores me and keeps listing the menu options which do not apply to my situation. I’m in Dante’s first circle of (Edited per community guidelines) now, trying to speak to robots who can’t understand the word ‘refund’ or ‘wrong plan’ or ‘cancel plan and need refund’ - are there any real live agents working at AT&T that could help me?

(edited)

Community Support

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229.6K Messages

3 months ago

We're here to help you with the information that you require, @Jtess.

 

We are going to reach out to you in DM to take a look at account details and help you with prepaid plan information. Please look out for a DM notification from us.

 

Looking forward to speaking with you!

 

Thank you for contacting AT&T Community & Forums,

Susan, AT&T Community Specialist

 

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