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hli's profile

2 Messages

Thursday, May 23rd, 2024 7:37 PM

How to get refund for prepaid system

When I was going to switch from AT&T to another carrier earlier this year, I called AT&T about 10 days in advance before my contract with AT&T ended. I thought there was enough time to switch my number and stop the prepaid.  Somehow their system had already charged me for the next cycle.  The customer service rep when I called said he would issue a refund and I should see it in a few weeks.  A few weeks later I didn't see any refund then I called them again.   By the way, there was no way you could contact AT&T once you don't have an active cell number with them.  Only sales department would pick up a call and finally one sales rep transferred me to the customer service.  Unfortunately they nighter could see any record of a refund nor issue a refund since my account is no longer active.  I was speechless. How could AT&T do such things?  Anyone knows? 

You need to let the customers know, they need to cancel the autopay much early in advance before their contract ends.  10 days in advance is not enough.  It sounds ridiculous otherwise you won't get your money back.

Accepted Solution

Official Solution

ACE - Expert

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24.9K Messages

1 month ago

@hli  AT&T does not refund prepaid accounts. It's in the TOS. You pay for the month with no proration.

2 Messages

1 month ago

The prepaid account is you pay the cost in advance for the entire year.  But they should not charge you until the service starts.

Community Support

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232.9K Messages

1 month ago

Hi @hli, we understand where you're coming from and, let's get the help you need.

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs.  This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact us page : https://www.att.com/support/contact-us/ and choose the best option to reach out to us.  You can call, chat, or reach out via social media and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know and we’ll be happy to help.

Thank you for contacting AT&T Community & Forums,

Susan, AT&T Community Specialist

ACE - Expert

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24.9K Messages

1 month ago

@hli  What does the TOS say?

ACE - Sage

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118.3K Messages

1 month ago

@hli 

Okay clearly you don't understand how any of this works so this is going to be a speedy primer on prepaid...so that you don't make the same mistake with another service provider 

1. Prepaid does not have a contract. Prepaid also does not have a bill.  You pay money and select a plan. Service works. You stop paying, or port your number Service stops working and service is canceled.

2.  Prepaid service is not prorated or refunded.  I'd be really nice maybe they'll have mercy on you.

3.  If your intention is to switch service providers, just do it. That cancels your service. You don't call.

4.  If you do not want AT&T to refill your service with your method of payment, simply turn the auto pay switch in your online account to the off position. 

Other service providers probably have some variation of this. Prepaid customers are expected to be able to manage their accounts on their own, and to understand how each service provider works. 

If you don't know how something works, at least Google it. Or ask for help. You only look foolish when you do something easy the wrong way.

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