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ss3319's profile

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Saturday, December 1st, 2018 6:54 PM

Not able to access account without passcode - AT&T Next

I got a post-paid plan on AT&T Next last weekend (accidentally got a new line instead of an upgrade). Apparently, my new line was setup without a passcode and I don't have the Billing Account Number - it wasn't in any of the documentation I received from the retailer.

 

Now, I'm stuck in a loop where I can't access my account or bill without a passcode for at least 30 days and I can't cancel or transfer the line to my old AT&T Next account without the passcode. I went to an AT&T store to resolve the issue and they suggested that I return the phone to the retailer that I purchased the phone from and then buy another from their store. Really? That's your solution? Smiley Mad

 

Talked to customer care on phone and chat - again not much help!

 

Wondering if anyone else here has faced the same or similar problem before?

ACE - Sage

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118.3K Messages

6 years ago

If you have created an accidental new account, complete with a phone on installments, yes, return the phone.  And make sure the store cancels the account and credits everything.  What you have now is 2 separate accounts and will be billed for both.  

No, there isn’t another way as the installments are tied to the new line and account.

 SAVE EVERYTHING .   I don’t trust ATT not to bill you for the wrongly opened account.  

This is about the dumbest mistake by a rep I’ve seen in print.  I wouldn’t deal with that store again, and definitely not that clerk.  

 

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