I'm writing this mostly in hopes that it'll be seen by an AT&T employee.
I have TV and Internet service through my Homeowner's Association (HOA). The basic service doesn't require me to pay anything to AT&T, but I can arrange upgraded services with AT&T directly and pay for them directly to AT&T too. For a few months I had an extra service. Later on, I decided to cancel this upgrade which resulted in a $2.00 credit.
Today I called Customer Service to get it refunded. The rep told me that it was AT&T's policy to issue actual refunds to closed accounts only. I explained that because my account will remain active for foreseeable future and I don't expect to have any charges put on the account, this means that my money will sit in the account indefinitely, which makes no sense. The rep said she'd talk to her supervisor and put me on hold. Shortly after, she said that both her supervisor and her supervisor's supervisor had confirmed the AT&T's policy. Again, I felt compelled to explain my particular situation (which I think is common). I further hypothesized 1) what if instead of $2 (not a big deal), they were holding on to $50; 2) holding on to someone's money without his/her consent is plainly illegal ('conversion' in legalese). At this point the rep decided to insult my intelligence by repeating the inane AT&T policy.
At this point I realized that I'm talking to a droid who simply follows a script and hung up. While looking arouund to pursue a different avenue, I found the following link which plainly explains what a dumb liar the rep was. "
If you have a credit balance on your AT&T account due to an overpayment, you can opt to apply the credit to your next bill or have your overage refunded to you.
For information about other kinds of refunds, refer to Security deposit refund or Return your wireless device or equipment for a refund. For billing questions or to dispute a charge, refer to Question a charge.
We automatically process refunds 45 days after your account has been canceled. If you haven't received a refund after 60 days,chat with us online or call 800.331.0500 (611 from your AT&T wireless phone).Active accounts
To request a refund of a credit balance on an active account, chat with us online or call 800.331.0500 (611 from your AT&T wireless phone)."