Get Unlimited Talk, Text, & Data for $40/mo. when you sign up for AutoPay. Plus, Mexico & Canada included!
RobertStokes's profile

2 Messages

Saturday, July 29th, 2023 5:22 PM

Salesperson at AT&T lied about my switching process

I recently switched from AT&T prepaid to a monthly plan. I asked what needed to be done on my part and he said once he finished, everything would be set. This morning i just got a notification from my bank saying the AutoPay for my prepaid account was just charged. I specifically asked about billing and payment details in regards to the crossover. How do i address this, if i can? this is an AT&T store with AT&T employees and he flat out lied or neglected to do everything. 

Accepted Solution

ACE - Expert


64.7K Messages

7 months ago

You either didn’t get changed to postpaid or you got a new number and your prepaid account and number is still active. If the latter, log into your prepaid account and disable autopay.

2 Messages

7 months ago

i was told by the salesperson i had to get a new number. I almost didn't change because I' would've had to update alot with a new number.

As to your suggestion, i don't think disabling AutoPay will refund the money i was charged for the old number. i did that after realizing the charge was made, and didn't see anything about a refund, obviously or i wouldn't be on here. i was hoping it might could be credited to the new account since the new period for the prepaid hasn't come around yet. theAutopay is a day or two ahead of rollover i think 

ACE - Sage


116.1K Messages

7 months ago

Prepaid does not refund. But disabling auto pay on your prepaid account will prevent you from getting charged again.

When you switch to postpaid you should have had the store employee migrate the prepaid number to postpaid. It is not true that you cannot keep your phone number.


If you were informed that your number was cross market, that means not the same area code, as the area you currently live,  they would not be able to migrate the number. The only way to keep the number and move it to postpaid would be port it out to a different provider, and port it back in again. 

The ways to cancel an account are either to migrate or port the number, which you did not do. Or turn off the auto pay in your prepaid account so that refills are no longer made.

Community Support


229.9K Messages

7 months ago

Hello, @RobertStokes! We understand the frustration in being charged for an account your no longer using.


Let's meet in a Direct Message to review your options for your billing inquiry. Please check your Direct Message Inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums). Once there we can continue the conversation over the phone, or through chat if you prefer.


We look forward to assisting you!


Rachel, AT&T Community Specialist

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.