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New Member

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3 Messages

Wednesday, April 1st, 2020 9:20 PM

Cancel subscription while abroad: EXTREMELY FRUSTRATING!!!

Hello,

I have a Prepaid subscription with AutoPay. Due to this pandemic, I had to quickly return to my home country and had no time to take care of my AT&T subscription. Arriving in Belgium I discovered that there is no AT&T service anymore. I tried to cancel my subscription online but the website asks a code, which I can receive via text on my AT&T number. You see the problem already here? Yes, there is no service so I can not receive any text, obviously!!

Then I read on this forum that I should do the chat option, but it also requires login code. Same problem!!

Then I found a phone number to call from abroad; I have been waiting for almost 25 minutes now but I only hear music, no CS reply.

THIS IS SERIOUSLY FRUSTRATING!! I did not even know that Prepaid subscription means completely no service abroad, and the online/website service is not useful at all. I can not go to my bank because I am still in self-quarantine, but also it's not a regular bank service (a debit mastercard), it does not provide an online account manage facility so I can not cancel the AT&T subscription from my bank account.

Especially in crisis times like this, and I am not coming back to the US anytime soon, I definitely need to cancel my subscription!!

ACE - Expert

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64.7K Messages

4 years ago

I presume you have autopay because the only thing you need to do to cancel prepaid is to stop paying. I feel for you but this forum is not customer support, you can’t cancel here. Your only options to stop autopay if you can’t access your account are to call or get your bank to stop the charges. If it’s a debit card, can’t you call your bank and have them cancel and issue a new one? What would happen if your card was lost or compromised? Certainly there is a provision for that. If not, I’d find another bank. You know, it would have taken about 2 minutes to disable autopay before leaving. You could have done that waiting to board your flight.

New Member

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3 Messages

Hi, thanks for your reply.
I hope you are doing well and not having to do all the hassle like some people do, like me. When I had to leave ASAP, all I had in mind was to find a flight since so many were cancelled already, and to pack ALL my stuff, cancel the rent etc, because my job contract would have been ended late April and I was sure I wouldn't come back to the US before that.
Also, I did NOT know that I wouldn't have any service outside the US, and that there is simply no way to cancel your subscription online. So, the 2 minutes while waiting for boarding as you mentioned, just weren't there because of those reasons.

Thanks for your response again. And yes, the only way is to go to my bank. I hope this will solve the problem.

Strongly disappointed with this company. The coverage was not really good either (I lived in LA, not some remote areas...). I will not recommend AT&T to my colleagues or family who are coming to work/live in the US.

Stay safe.

ACE - Expert

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64.7K Messages

that there is simply no way to cancel your subscription online

Yes, there is. All you needed to do was turn autopay off which you can do online. In fact, you are supposed to manage autopay online.

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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3 Messages

I mentioned it already... The website asks for a code. And this code is sent via text to my number. Do you see the problem here?? There is no service, how'd I even receive any text?
And why didn't I do that when I was still in the US and had service?? Because of the situation that I mentioned in my previous reply.
Thank you again for your reply, but I will stop right here because I feel it's not solving anything and making me feel that I'm being blamed for a force majeure situation.

Former Employee

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32.9K Messages

accounts cannot be accessed outside of the us

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.

Guru

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561 Messages

@elisabethida - connect the phone to WIFI. Go into settings and turn on wifi calling. If this works and you are able to turn on wifi calling, you may be able to get your texts over wifi while on wifi calling. This may work. I was able to use wifi calling to call and text back to the states while in various parts of Europe this past summer.

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