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Mandy10u's profile

5 Messages

Saturday, May 11th, 2024 5:08 PM

Prepaid HELP

My existing # was confirmed for transferring to AT&T pre-paid. I input my transfer PIN, IMEI, and paid $300 for 12 months of pre-paid service. AT&T assigned me a new #. My existing # is linked to my corporate work accounts and I have to keep it. The # AT&T assigned me wasn’t even on my phone, it still shows the previous carrier. No one at AT&T prepaid has helped. Agents leave me on hold and then disconnect the call. Supervisors tell me I’ll be refunded and even warm transferred to billing for the refund to be processed. Still no refund, still not able to use my existing # on the AT&T pre-paid funds I was charged. The last person at AT&T I spoke with was a Billing Supervisor to check on the status of the refund I was previously told was being processed, this supervisors cancels any autopay that’s associated with my card, then says someone will contact me and he HANGS UP. Still can’t use my existing # with the $300 I’ve already paid nor have a gotten a refund. Basically AT&T pre-paid took my money and gave me nothing in return. How can this be fixed?

ACE - Sage

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118.2K Messages

1 month ago

Call AT&T and ask them to port your number   (611)

5 Messages

1 month ago

I did and I was told that I needed my 4-digit PIN for them to access my account. I couldn’t get a PIN because they were texting it to the # they assigned me, which goes to nothing. The agent told me I needed to go into the store and show my ID. The store he sent me to said they aren’t that kind of store and they sent me to another AT&T location and hour away. The manager there tried everything she could to help but said couldn’t do anything because AT&T had my existing # on reserve and I needed to call again and tell the AT&T pre-paid agent that I needed the number taken off reserve status. That phone agent said she was trying to help and for me to please keep holding. She then left me on hold for 1 hour and 19 minutes and then she disconnected the call on me. Called back, the next agent said he couldn’t anything without that 4 digit PIN. Round and round and round we go. 

Community Support

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232.8K Messages

1 month ago

Hello @Mandy10u,

 

We comprehend the situation, and we would like to get you all the help needed. 

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help. 

 

Hope this helps! Feel free to revert for any further questions. 

 

Thanks for visiting AT&T Community Forums,
Gary, Community Forums Specialist.

5 Messages

1 month ago

It gets better. Agent #2 had a solution since I was at an AT&T store, he said to ask them for a SIM card and a dummy phone so I could get the PIN. The in store manager was doing everything she could to help me and another woman that was in store that was having the EXACT SAME ISSUE. I gave the phone agent the numbers from that SIM and their dummy phone went off with temporary PIN text. I gave him the PIN, he puts me on hold, then transfers me to a manager. That manager said he couldn’t do anything because he shows that I ACTIVATED the assigned # that AT&T gave me -yeah sure did like 2 mo it’s earlier at the advice of the agent that transferred me to him!!!! I have very little confidence in calling to speak to an agent and when I tried to use the chat option, that agent said she could t help me and gave me a number to call. The agent at that number said that they are a 3rd party billing company and she wasn’t sure why they advised for me to call them but she would transfer me back to AT&T pre-paid for help. 

ACE - Sage

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118.2K Messages

1 month ago

How on earth could you set up AT&T service, port your number, and pay for a $300 plan with a phone number, but no phone? 

You had to activate the SIM card in a phone, so why is the phone unable to receive text messages from AT&T to confirm your PIN? 

This makes no sense at all

ACE - Sage

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118.2K Messages

1 month ago

My existing # was confirmed for transferring to AT&T pre-paid. I input my transfer PIN, IMEI,

So you had a phone that was compatible with AT&T when you made your initial move to switch. Where is the phone? Why are you not using that phone to receive text messages? Why are you not using that phone to complete your port and activate your service? 

Was the phone still locked to a different service provider? 

5 Messages

1 month ago

So you had a phone that was compatible with AT&T when you made your initial move to switch. Where is the phone?

-using it and the device still shows the old carrier

Why are you not using that phone to receive text messages?

-The phone agents refuse to send the temp PIN to the ph# I transferred in (which seems to me they didn’t properly transfer in) and say they can only send it to the ph # that AT&T assigned, which isn’t on this device. 

Why are you not using that phone to complete your port and activate your service? 
-I did. I provided the IMEI for this device and the approved transfer PIN from the original carrier for the existing ph # 

Was the phone still locked to a different service provider? 
-iPhone 14 proMAX, unlocked. Not purchased through any carrier, was a gift from my employer, directly from Apple. 

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