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samgallagher's profile

New Member

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5 Messages

Saturday, August 6th, 2022 7:17 PM

Prepaid

I have a prepaid SIM card that is used on a security gate at my house. I changed card since ATT dropped me to support 4g. They cxled my service after 2 weeks saying card doesn’t support text. Make a long story short I told a ATT supervisor to send me my bal of about $96. He said not unless I reopen the acct. What? I said I can’t cause u won’t support the card. Told him I’m going to another provider. He said he can’t send my money to me. I hung up in disgust. That’s stealing. I can’t open my account, yet ATT says that’s only way to give me a credit. Don’t want credit…I want a check for my balance. How do I get that done?

Former Employee

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32.9K Messages

2 years ago

Prepaid does not refund period. 
mall prepaid sales are final and non refundable

(edited)

New Member

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5 Messages

2 years ago

Did not buy from a retail store. The SIM card came with circuit board that was inserted into a gate control box. I opened an online prepaid account and placed $100 with a credit card. When I use text to open/close gate charges are subtracted from my $100. 

Community Support

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232.8K Messages

2 years ago

This certainly isn't the experience we want you to have with AT&T, @samgallagher. We want to help shed some light on what's happening with your PREPAID account.

 

Beginning March 1, 2022, we sent cancellation notices informing session-based customers (AT&T PREPAID) that their account will be cancelled on or after April 19, 2022, if they have not taken steps to upgrade to a compatible device.

 

For more information, please visit our support site for the 3G Network Shutdown.

 

@Constructive is right about PREPAID sales being nonrefundable. Even with this being the case, we want to address your concerns about the remaining balance on your account. Please contact us directly for assistance at 800.901.9878.

 

Thanks for visiting our AT&T Community! We hope this information helps. 

 

Sydne, AT&T Community Specialist

ACE - Sage

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118.2K Messages

2 years ago

I assume you were using one of the pay per use plans which is available for phones. 

If your gate didn't use lte, but only used 3G, there's nothing AT&T could do to provide you service.  Without an appropriately connected device which would have to be a phone, AT&T would have closed your account and canceled service. Any refills to prepaid are forfeit if the account is closed.

New Member

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5 Messages

2 years ago

ok, but I did not close the acct...ATT did.  I can't reopen it without a new card.

New Member

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5 Messages

2 years ago

Sydne, AT&T Community Specialist:

Read your response and appreciate the detail. I was never informed of the need to upgrade from 3g. One day my gate just stopped working. Contacted manufacturer and had an upgrae 4g/LTE care installed. I went to local ATT store with the SIM card that came with it and had my account reopened. All was good for the past 4 weeks then same thing. Gate not working. After 2 hrs of waiting, requesting supervisor I was told the card would only support data text not voice. That is when I decided to try another provider.  Was told I could not get my money back unless I reopened the account but I could not. Catch 22. I will call the 800 # you provided but am I going to go through the whole story line and be told I still can't get my money back? 

Sam

New Member

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5 Messages

2 years ago

Sydne,

Follow up. Called and was told my account is closed and cannot refund my money. Period.  I quoted your earlier reply but they can't help me. I guarantee you that ATT can produce the best of records when they are audited but cannot pull up my account despite being closed.  Morally wrong. Trust me...I'll never use ATT nor family. Again, thank you for your attempt to assist me.

Sam

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