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GR_2022's profile

New Member

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13 Messages

Saturday, June 18th, 2022 2:27 AM

Closed

Prepaid account cancelled; phone number lost; balance all gone; refund request refused, unacceptable!

My AT&T Prepaid account was cancelled on May 31st 2022 without any earlier notification. The expiration date is April 2023, just refilled $100 for the extension. The phone number was also lost by AT&T. All my balance ($721.84) are lost. Call the costumer services and stopped by the corporate stores many times, no progress so far. Got the final refuse message tonight by one support, not acceptable.

Also by following the instruction from one agent, to stop by the store in Hoboken (106 Washington St, Hoboken, NJ 07030) around 7PM, two employees refused to provide any service because they want to close the store earlier, although the close at 8PM is clearly marked in front of the door and listed on the website, it is terrible.

I could not figure out if I did anything wrong, if any, just trust the AT&T service. Not sure if there will be any progress by sending here, if not, I will try my best by all means from internet to remind any one who plan to use or who are using AT&T services, they need to pay more attention, otherwise they may have similar experience as me, pay the service but suddenly the service stops, all money are gone, it is absolutely cheating, not acceptable.

Rich

Community Support

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232.3K Messages

2 years ago

Thanks for reaching out to us with your concerns about the status of your prepaid account and not receiving the notification regarding the 3G Sunset @becprepaid. We apologize if you did not receive the notification regarding your account. 

 

For questions in regard to balances and refunds on Prepaid accounts reach out to the Prepaid support line by dialing 611 or call 800-910-9878 from another phone.

 

We're here if you have any questions. Thank you for reaching out to AT&T Community Forums. 

 

TT, AT&T Community Specialist

New Member

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13 Messages

2 years ago

@ATTHelp As I already mentioned earlier, 611 does not help at all, that's why I posted here after two weeks back and forth between customer services (611) and the corporate store. AT&T must provide an alternative way to process the refund ASAP, otherwise more and more clients will complaint the same issue like us here. Turns out now, No earlier notification, account cancel, money lost, no refund, it is really terrible, unacceptable!

New Member

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13 Messages

2 years ago

@ATTHelp @becprepaid Also I do NOT think it make any sense to close my account by the reason of device, cause I purchased the number to use your services, if you plan to stop the service on those devices, totally fine, once clients found the old phone can not be used, it is definitely no problem for clients to just upgrade the phone, but that is not the excuse to cancel the account and number since that is what I paid for. For instance, if some day a gas car will not be allowed to drive on the road, people can simply use a new energy car, but it makes no sense to revoke their driver license, make sense?

ACE - Expert

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32.3K Messages

2 years ago

It may not make sense to you, but this is how AT&T had it setup for the shutdown of the old network regarding prepaid users. With 3 years of notifications across different methods, their perspective is consumers have had plenty of heads up on this.

Sure, it would have been nice if they did it differently, but there was no requirement they do so.

New Member

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13 Messages

2 years ago

@Juniper well, the truth is clients did not receive any notification, but you claimed to notify for 3 years, really funny how you guys made the notifications, again if the notifications did not assure all your clients received it, it is not a notification at all. It does not make any sense to all people, if you still have common sense. Again, as I said, AT&T can definitely shutdown the old network, but it has no right to close the account. For those clients not upgraded their phone, they just can not use it, but they have the right to still own their account, that is their property, no one can revoke it.

ACE - Expert

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32.3K Messages

2 years ago

@GR_2022 

...you claimed to notify for 3 years, really funny how you guys made the notifications,

Try reading a little better on the details. This is a public forum. We are other customers who have received those notifications. This is not AT&T customer support. We didn't do anything about those notifications going out.

I agree that AT&T did not handle it well. Unfortunately, it is their right to shut off the account if someone did not become compliant by the deadline. The account is not your "property". You are essentially the primary authorized user of a service through AT&T. They own the service. You pay for permission to use it, but within their rules. Comes down to they did what they are allowed to do, as much as we don't like it.

ACE - Expert

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32.3K Messages

2 years ago

To make it simple:

Could they have handled it better? YES

Should they have handled it better? I believe so (and I think most do also).

Were they required to do better? NO (regardless how much we believe they should have)

New Member

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13 Messages

2 years ago

come on, if u were not an employee, how u draw the following conclusion "With 3 years of notifications across different methods, their perspective is consumers have had plenty of heads up on this."?? really funny!!! So please stop commenting and misleading under my topic if you are not qualified to provide such information, again stop misleading!

ACE - Expert

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32.3K Messages

2 years ago

come on, if u were not an employee, how u draw the following conclusion "With 3 years of notifications across different methods, their perspective is consumers have had plenty of heads up on this."??

Because it just seems logical that when notifications are counting in years, that should be enough time. How many do you need, 5, 10, 20?

This is a public forum, so all of us consumers can weigh in on any topic. If you will only accept answers from official AT&T support, well you already got it with your account shut off. You could try a BBB complaint as that goes to the corporate level to air your grievance but be prepared that your account will remain shut off as AT&T worked within the rules.

At the very least when it is the next change in an era, I hope it is done better with improved rules on the situation. This transition was rough all around.

New Member

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13 Messages

2 years ago

the question here is at least two clients (apparently more will come) did not receive any notifications, then to discuss "how many years" make no sense at all. Put in this way, if we were received the notification, who will not upgrade their phone to keep their account? My point is if u were not employee, ur not qualified to say "With 3 years of notifications across different methods, their perspective is consumers have had plenty of heads up on this.". First, u only stands for ur self, only u received the notification (if it is the case, can not approve either) does not mean all clients received the notifications; Second, only u think they can cancel the account does not mean that is reasonable and legal, ur just one of the lucky guy, who received the notification, how u can guarantee u will be lucky next time, so just save it. If AT&T can do such unfair thing to some clients, then how u can assure u will not be the next client to be treated unfairly, that is my point, period.

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