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Fri, Aug 7, 2020 6:45 PM

No Refund for PREPAID AutoCharge on my suspended account due to job loss from Covid

I have been an on and off customer for over 20 years now but I will never use ANY of your services again. I lost my job in April and when I tried to cancel my service in May, the customer service rep convinced me to suspend my account for $7/mo until I could find another job. 3 months later and only 4 days into the billing cycle (but the same morning I was advised via e-mail that I was auto-charged to the card on file), I reached out to a new rep to request a refund and extend my suspension. Much to my dismay, I was advised that no refund was possible. This is absolutely unacceptable during this horribly rough time for my family. I was already a little hesitant to continue paying the $7/mo but to be slapped with a $100 bill out of nowhere and have no refund issued is downright criminal. I should have received an e-mail prior to the charge but I didn't. I should have received an e-mail the day of the charge but I didn't. The day I do get an e-mail and it's only the 4th day into the PREPAID billing cycle of 8/3 - 9/2, I am advised that it is not possible to refund the paid amount, but I am able to terminate service as of today. This may come to little concern to you but this comes at the worst time is downright unfair. I plan on posting this on social media and on the AT&T forum to display your unfair billing practices to the world. Shame on you AT&T, so I filed a complaint with the BBB (complaint # 27771197) just now. 



ACE - Expert


25.1K Messages

6 months ago

When account suspends it adjusts remaining days of bill month which remain as a credit on the account. This way when service is restored, it goes towards the partial charges for remaining days so you don't end up with up to 2 bills in one when service is back on. There has never been a refund option for the proration from suspending.


Auto pay goes through the same day each month. Email is verifying it posted, not to remind you of your consistent payment setup.


You may find the practices unfair, but this is the simple billing setup that DirecTV has had in place for many years before the acquisition of AT&T. The only thing that changed with suspensions is the addition of the $7 vacation hold.

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