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New Member

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6 Messages

Mon, Feb 3, 2020 11:24 PM

Cannot cancel Digital Life

I tried to cancel the home security system that we have used for 4 years. I called the ATT store to see if they would do it in person. The agent said it can only be done online. Then I reached out to the online chat. The agent said it can only be done via a call. So I called and pressed "6" which is for people who want to cancel the service without moving. I was put on hold for 35 mins. No one answered. So I hung up and pressed "5" this time which is for people who want to cancel due to a move. An agent answered my call within 30 seconds. After telling him my intention to cancel my account, he said he needs to do a "quick" transfer to the team to cancel. Then I'm back to the same situation now. It's been another 15 mins. I'm not sure what to do now. Why is it so difficult to cancel the service. I read a post that someone said he/she is going to hire a (Edited per community guidelines) to address it. The digital life agent responded immediately. I wondered if I need to do the same so I can get rid of the service. Anybody has any suggestions? Thanks!

Responses

Brand User
ATTDigitalLifeCS

Community Support

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5.9K Messages

9 months ago

@Prestop66 Hello. My apologies for the frustration. If you would like, you can respond back to this post with your name/address/account number and I will have a specialist contact you directly. When you respond, please ensure that you click on the 3 little dots and select "mark as private" so that your information is privately sent to me. Thank you

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Brand User

Community Support

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5.9K Messages

Hi. I marked our conversation private. Once you respond back, tap post..then there are 3 little dots on the right of your response, tap "mark as private"

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Brand User

Community Support

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5.9K Messages

It's ok. Please provide details on the issue you are experiencing. If you did this previously I apologize however we purge information on our end for your security.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Brand User

Community Support

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5.9K Messages

@Prestop66 I have escalated your issue and you will be contacted within 72 business hours to complete your request.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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1 Message

@ATTDigitalLifeCS

Not sure how to mark private so if you can change that, I would appreciate it. I am having the same issue getting our plan canceled. Brian and Terri Landis, 2636 Queensway Dr Grove City OH 43123, account 188124117165. Please cancel.

Brand User

Community Support

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5.9K Messages

@Landis0901 Hello. It is marked private. I have submitted your information over to one of our specialists and they will be reaching out to you within the next 24-72 business hours to discuss with you. We cannot cancel the account via social media as we must speak to the account holder in order to ensure we protect the safety and security of your account. Thank you.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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