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New Member

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3 Messages

Tue, Jul 6, 2021 5:53 PM

Made Full $75/Month Payment & Account Shows $60 Still Owed

I have been using the $75/month prepaid plan for a few months now. I also usually purchase one or two extra data packs for hotspotting during the month each totaling at $10.75. Yesterday was the last day of my plan. I made a full payment including taxes which totals $80.59. Payment was made before my service was due to end as I always do. Midnight rolls around and suddenly I have no service. No data, no texting, no calls, nothing. I check my bank account and it shows the payment made to AT&T. So, I check MyAT&T account online. My Account History also shows the payment that was made but the Account Overview shows an account balance of $15 and that I still owe $60. I used Chat to talk to a "Specialist" and was told "In this case it is necessary to make a payment for the total price for the plan and it will activated automatically." After that I received no explanation or any other response. Its a prepaid plan. Therefore, I can't use any service or data that I have not already paid for so there would not be and lingering unpaid balances. The extra hotspot data packs I buy are prepaid as well so that shouldn't cause any extra charges. I haven't done anything different this time from previous months. Can anyone help me understand why I would need to pay almost double for my next month of service?

*Edited for clarification.

sandblaster

ACE - Expert

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55.2K Messages

6 m ago

The only explanation that makes sense is part of your payment got used to purchase something else before your plan renewed. I have no idea what you mean by “one or two extra data packs”, the $75 phone plan is unlimited data. Do you have a data only plan?

New Member

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3 Messages

6 m ago

Sorry, the extra data packs I'm talking about are for the hot spotting. But I've always paid up front for those. I don't purchase anything else on my account so idk what else the money could have been applied to. Not to mention if it did, wouldn't that be in my account payment history?

sandblaster

ACE - Expert

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55.2K Messages

6 m ago

Not to mention if it did, wouldn't that be in my account payment history?

Yes, it should be. You really need to call. I’m surprised you got any chat support because prepaid does not get chat support but that probably explains why the chat answer was so poor.

ATTHelp

Community Support

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179.7K Messages

6 m ago

Hello @Courtney384 ! Allow for us to guide you in the right direction to get your Prepaid issue resolved!

 

For further assistance with your Prepaid account. We recommend that you dial 611 on your mobile device, to get connected with a customer service rep in our Prepaid Department. If you have any AT&T related questions, feel free to ask and we will be more than happy to help!

 

 

We hope you have a great day! Let us know if this information was helpful!

 

 

Ty, AT&T Community Specialist

New Member

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3 Messages

6 m ago

After doing more digging it was made aware to me that there was an unintentional change to my plan after I paid my refill. Atleast the billing part makes sense now that I understand how it works. Is there any way I can use the $80+ I just spent to revert to the plan I intended to pay for and regain service? The change was made literally moments after I paid for my refill. 1-2 hours before my plan was due to end. I tried calling 611 but their hours have apparently changed from what is posted. So another day goes by that I cannot speak with an actual human being. I wish there were some kind of message to warn you about this. If you try to cancel a plan all together you get asked numerous times if you really want to end your service, but there is nothing to ask if you really want to make changes to your plan and forfeit the remaining service you currently have.

(edited)

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