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New Member

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1 Message

Mon, Oct 19, 2020 5:38 PM

How to cancel

Why can I add services but not cancel services online?  By limiting my ability to cancel unwanted services unless by phone, which AT&T has made virtually impossible by long waits, difficult to understand employees, and complex/confusing discussions about options/billing, AT&T is collecting money from me, with the threat of canceling necessary services if unpaid, without providing a corresponding service.  I think it's called unjust enrichment.

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Employee

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22.9K Messages

1 y ago

sorry every provder requires you to call to cancel that just the way the industry is so call and say cancel at the voice prompt that will get you to retention which is the only dept that can cancel. with covid the hold times are more extreme due to people lowering or cancelling service for financial burdens. call and be patient

New Member

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1 Message

1 y ago

It's obvious that making it difficult for customers to cancel service is a conscious policy decision by AT&T.  There is no excuse for broken links and processes that only guide the customer to consider alternatives to cancellation.  But I will persevere until my money stops flowing to this giant corporation!  The Internet service I'm cancelling wasn't terrible, but cancelling is so difficult that I won't consider coming back.

It seems like they think they have a monopoly.  Or maybe they are about to shut down and they're squeezing as much cash out of customers as they can before that happens?

It also really bothers me that AT&T has employees standing up for ugly/greedy company decisions while the decision-makers avoid responsibility, claiming employees act on their own.

New Member

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1 Message

1 y ago

It's called a Monopoly. lol - 

My service has been out all weekend (internet included) The phone call gets me a recording that says - go to att.net/outages - (even after it verified there was a service issue in my area.) "Go to a website without web"

Ugh - over it...

New Member

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4 Messages

1 y ago

All telecommunications company requires their customers to call customer service when it comes to cancellation. However, if you want to cancel online, please see the article below. 

https://www.att.com/support/article/my-account/KM1009500/

Where it says: 

"You can cancel residential DSL High Speed Internet or Traditional Home Phone online (business accounts aren’t eligible)." 

The rest is you have to call. Just a piece of advice though, it is much better if you call because there are terms and conditions applied when cancelling a service. Says in the same article: 

"We may charge penalties and additional fees if you joined through a promo and cancel before your service commitment ends."

If you call, you have a chance to ask everything before cancelling your account. So that after cancellation, you will not be surprised for any fees possible that they may charge. You wouldn't want to call again just because of that, trust me. It will (Edited per community guidelines) out any patience you have. 

Hope this helps. No one expected the pandemic that's why there are higher volume of calls than expected and longer wait time on the queue. Hope you understand. Also been there but in the end, we need to help each other out. 

(edited)

New Member

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2 Messages

1 y ago

Even if you submit an online cancellation request, there is a disclaimer that it doesn't guarantee that they will cancel!  I've never seen that before.  The entire burden is on the customer to keep checking back and see if it worked.  (And people worry about long lines and impossible bureaucracies under socialism...)

New Member

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2 Messages

1 y ago

For some reason I can't "like" this post.  But I do.

New Member

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1 Message

8 m ago

Change your " industry standard " It is rather simple to explore industry alternatives.

Observer

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5 Messages

5 m ago

NO, NOT all telecommunications companies REQUIRE you to cancel over the phone. I refuse & will only so it in writing via certified, registered, return receipt United States Postal Service.

Even IF you call & ask every single question about ANY & EVERYthing you need to know about canceling, it does not guarantee you receive correct information. I called regarding a canceled wireless account used for less than 24 hours & was told 3 COMPLETELY different answers. 

It is WAY cheaper, fees included, for me to cancel than to keep the service.

New Member

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1 Message

2 m ago

I tried to cancel yesterday, but the AT&T rep said their "systems were down".  Then I tried today and the retention rep kept asking me if they can do anything for me even though I mentioned that I have already switched over to another provider.  He kept providing discounts and deals and I said many times that I want to cancel.  Then guess what happened?  He went silent.  He was still on the phone, but didn't want to talk and expected me to hang up.  I'm assuming that if there is a disconnection, then it won't affect his retention quota.  Very unethical practice!  Then I called back and explained to a new rep and he said that they are trained to call back.  I said that they should track the previous rep down and discipline him for horrendous service. BTW, I've been with AT&T for over 10 years and this is the substandard customer treatment that I get for canceling my services???  I recommend everyone to cancel or at least try 3 times to cancel because you'll get problems from their department.  And why can't we cancel online???

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