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Aeng's profile

New Member

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1 Message

Thu, Jul 28, 2022 3:36 AM

AT&T stole $800 from me

I had a prepaid AT&T plan for my dad for many years. He passed away, and the unused phone was still in service accumulating a credit of over $800 of unused minutes.
In February 2022, AT&T decided to end the old 3G svs, discontinued my line, and cancelled my account. I recently called them to realize this and there is nothing they can do. Does anyone know what I can do to get my money back? AT&T customer service was no help. All they did was steal my money and apologize. If only I could do that and get away with it easily. Thanks!

kdfederer

ACE - Expert

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12.7K Messages

2 m مضت

The phone should have gotten notices for month prior to the cancellation. I started getting message on my old prepaid phone for almost a year, telling me that I needed to replace my phone prior to the shutdown of 3G or my account could be cancelled.

You can file a BBB complaint and someone higher up at AT&T will contact you for a resolution.

Good Luck.

MicCheck

ACE - Expert

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12K Messages

2 m مضت

They didn't exactly steal it, you kept willingly giving it to them. 

I'm not sure why AT&T closed accounts instead of just suspending service; really poor decision, but that's what happened. There are no refunds of money for prepaid, so no one on the phone can help. The BBB complaint is your only chance at getting any relief.

sandblaster

ACE - Expert

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59.9K Messages

2 m مضت

Over $800 account balance? Prepaid accounts aren’t supposed to be able to get that high. There is a limit on how high the balance can be, it’s somewhere in the neighborhood of $500. Besides, ATT didn’t really steal the money. That account balance was not refundable and could only be used to pay for prepaid service on that specific account. Unless you intended to continue using your dad’s number, you didn’t lose anything.

ACE - Expert

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23.1K Messages

2 m مضت

"...my money"  

Were YOU paying the monthly bill?  If so, you would have been aware that the bill was being paid on an unused phone and you would have cancelled the account when your dad passed.

OR was the bill being paid by your late father?  In that case, there are steps to be taken to cancel the autopay (access to his bank info by the executor).

That being said, PREPAID does not refund.

ACE - Sage

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100.3K Messages

2 m مضت

That’s not theft.  🤦‍♀️  Fortunately AT&T is an interest in defamation claim over $800.   (Because that’s what you just did)


Prepaid does not refund or transfer balances.  If the phone is not connected or not compliant the account was closed and the remaining balance was forfeit back in May.  

The only option you had was to replace the phone, use the number, and use up the money. Which probably would’ve required you switch to a monthly plan and continue to use your dad‘s phone number.  

Just because you were paying for it does not make any difference.

This is something you should’ve asked about after your dad passed away, and before the 3G shut down affected the phone he was using on that plan.   Or perhaps even earlier when you were paying into a plan that your father was not using.  

Money paid into the pay per use plans is to keep yourself open whether you use it or not.  

ACE - Sage

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100.3K Messages

2 m مضت

@sandblaster  Prepaid raised the balance to $700 quite a few years ago. It was much lower back in 2014 when I first switched to AT&T.  Currently the prepaid terms of service for pay per use do not list any limit at all for a prepaid balance.  

ATTHelp

Community Support

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200.5K Messages

2 m مضت

Hello @Aeng, we want to forward our condolences to you and your family regarding the loss of your father. We also understand how important it is for you to get your refund back.

 

We definitely recommend the helpful information our ACE members have provided to you. Be advised, we phased out of 3G during 2021 and finalized the transition in February 2022. If the device you're inquiring isn't on our approved devices list, then it will no longer work with the network.

 

Also, as our ACE members stated, AT&T Prepaid does not offer any refunds towards accounts though an exception could possibly be made. To assist further with your concerns, you'll need to reach out to 611 and our prepaid department directly for more assistance. 

 

We hope this information was helpful, and thanks for reaching out to the AT&T Community.

 

Lynn, AT&T Community Specialist 

 

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