ATT stealing money from my prepaid account
I had a bad experience today. I have been with ATT for more than 20 years with the same number. Today, I am really disappointed.
Here is the story. I started Add-On on my account with text message auto renew from Sept 2021. I enabled Auto Renew and my text messages are cumulated for one year. Last time, when I checked my remaining messages, it was around 1900. Today, I was charged for my text message and my auto renew on was done on Aug 8th 2022.
I logged in to my account and then I found my Add-On was gone and Auto Renew on was gone too. I called agents. The first agent told me that I started One Drive yesterday and therefore all my messages were gone and she refused to give me back my balance. I called agent second time and had to hang up after a long waiting. And then I had to buy Add-On today to make sure I was not going be charged with any incoming text messages. The third time, I called agents again. Now, they said that all my previous balance were gone and I could get only $2 for some messages I didn't use for August 200 messages.
It is the second time. The first time, I could get balance back for my son's account. But this time, I cannot get anything back. It is really bad. It seems that all I saved from previous transactions are taken away.