Get our NEW Unlimited MAX plan with 25GB hotspot data, 5G access, 100GB cloud storage, and more for $55/mo.!
M

New Member

 • 

3 Messages

Tuesday, July 14th, 2020 11:02 PM

Unable to contact customer service before my pre-paid credits expired.

I sat on hold for 4 hours and then 6 hours before my pre-paid credits expired. Now that I can get through, I'm being told my $260 plus dollars in credit are gone.  How can I manage my plan if I can't get through?  There were all those great glossy commercials telling me AT&T had my back during the pandemic, now I find out I'm screwed.

ACE - Expert

 • 

64.7K Messages

4 years ago

Why did you need to call? Prepaid is intended to be managed online. You could have extended your expiration by refilling. 

New Member

 • 

3 Messages

4 years ago

During the pandemic, I was not in a ATT service area, in Iowa. (HUGE holes in the coverage they are aware of.)  Except the timeframe of the two calls that nobody answered.  When I called on a landline, I never got through either.  I did not have computer access nor the ability to go to a store, and without coverage, would not have been able to add to it either.  With $250.00+ in the account, normally they can extend the expiration date up to a year 

ACE - Expert

 • 

64.7K Messages

4 years ago

You know there is no guarantee they would extend your expiration date. You can also refill by phone through the automated system, no need to talk to an agent. If you were able to call, you were able to refill. 

New Member

 • 

3 Messages

4 years ago

Thank You for your Opinion.  I'll wait till I talk to someone who works for ATT and can review the notes.  

New Member

 • 

2 Messages

4 years ago

I've had the same experience.  Would be on hold and after 20 to 30 minutes it just hangs up on me. Went to a Att store and the rep said it happens to them to. Problem is the rep didn't have the power to help me with my account.  Only customer service did.  Great to know that I am not the only one being screwed.  Sorry buddy.  

(edited)

ACE - Expert

 • 

64.7K Messages

4 years ago

I did not give you any opinions. They were all facts. Good luck, you’ll need it.

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.