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S

New Member

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3 Messages

Sat, Jul 4, 2020 1:59 AM

My prepaid balance deleted

I got mixed up on the day and missed my prepaid payment by one day. They wiped my balance of over $300. Called cust service and told there was nothing they could do. Usually ATT sends multiple reminder when it is time to add $, nothing this year. Been with ATT 14 years, seems they could restore my balance?    

Responses

Brand User
ATTHelp

Community Support

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128.1K Messages

a month ago

Let's check this out for you @srh!

  • What do you mean you got mixed up on the day of your prepaid payment date?
  • Have you changed prepaid plans at the time of your account renewal?
  • Was your prepaid account disconnected due to a payment attempt?

Fill us in more details for further review. We're always ready to assist!

 

Dwight, AT&T Community Specialist  

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kdfederer

ACE - Expert

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12.1K Messages

@ATTHelp 

@srh 

Evidently, they paid a day late and lost their balance. Unfortunately, if you don't renew your account on time, the balance is lost.

(edited)

This is a user to user forum. I am a user, just like almost everyone else on the site.
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*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

a month ago

I'm 77 and retired. With all this COVID-19 stuff, I'm pretty much stuck at home, I loose track of the days. I flipped the calendar over to July on Friday and noticed my phone minuets expired on Thursday. ATT usually sends a message before it expires, I checked my messages - nothing. I put $100 on my account on Friday morning and noticed the balance was only $100, I lost over $300. I called cust serv but the line was full of noise and static that I couldn't make out what she was saying except "there is nothing I can do". About a minuet later I received a message that my account was $125 so there was something she could do, just a lot short of $300. There was something on the ATT web site about COVID-19 extensions but it must not apply to the account balance.      

Brand User
ATTHelp

Community Support

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128.1K Messages

Thank you for the reply, @srh!

 

The COVID-19 Temporary Relief for Changing Budgets adds extra data to PREPAID accounts. Our offer to waive qualifying late payment fees and overage charges ended June 30, 2020 except where state or local requirements mandate otherwise.

 

Currently, minutes remaining on plans without unlimited calling, roll over to the next period. You must make a payment before the end of the current period. There are options to pay online or by phone either by check, debit or credit card, or AT&T PREPAID card (includes GoPhone Refill Cards).

 

Also, enrolling in AT&T Autopay offers ways to pay automatically, on time and securely.

 

Lar, AT&T Community Specialist

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New Member

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3 Messages

Guess this is a sign from the phone gods that I should be looking for a better phone plan.

Brand User
ATTHelp

Community Support

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128.1K Messages

Hi @srh,

 

We understand this must be frustrating for you and would hate you see you go. However, we encourage you to make use of the autopay option for your plan, so you wouldn't need to worry about missing any dates.

 

Please reach back if you need further assistance.

 

Doyin, AT&T Community Specialist.

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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