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chengsm101's profile

Contributor

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2 Messages

Wed, Dec 4, 2019 2:27 AM

AT&T misleading online chat agent, and all department said they are not responsible for it.

I had at&t prepaid for over 3 years with currently 5 lines. and last week, I want to switch to at&t unlimited postpaid plan. So I start a online chat with an agent. I asked what should I do to transfer my 5 lines of prepaid numbers to postpaid. He told me just go ahead to order 5 new lines with new numbers. He said the new numbers would be temporary and my old numbers from prepaid will automatically port in to replace the temporary numbers. So I go ahead odered 5 lines online with the agent's help. I received sim cards yesterday but I found that my numbers have not yet been transferred. So I tried called at&t prepaid department, they said I need to do it in store only. Then I went to store. The store said that they can transfer prepaid number to postpaid directly but they can't port in the number to replace a exist postpaid number. And the only way I was told is to cancel my new ordered 5 lines and re-do the transfer in store. So the online chat agent totally mislead me!!! Then I go ahead call to cancel it today. the loyalty department said I was need to charge for one billing cycle because yesterday 12/2/2019 is the start of billing cycle. Then I'm really angry that I ordered these numbers because of mislead from at&t, and I need to pay for more than $200 to cancel them when I never use these numbers. It is rediculous that at&t just lied to me and put all the penalty to myself. I called almost all day today to different departments --- postpaid department, prepaid department, online department, fraud department. no one give the responsible for that. It feels that at&t's customer service is junk. 

 

Does anyone who know how to deal with this case?

 

Regards

ATTHelp

Community Support

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200.3K Messages

3 y مضت

Hi @chengsm101,

 

Thank you for reaching out to us today. We'll be happy to review this issue for you. For your privacy, it would be best if we continue the conversation privately. I am sending you a private message (PM). Please check your forums private messages by clicking the envelope in the top section of this page or click Forums Inbox. Locate the PM from ATTCares and reply to my message with the requested account details. Thank you.

 

Darais, AT&T Community Specialist

ACE - Sage

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100.2K Messages

3 y مضت

@chengsm101  Please post results.   AT&T cannot charge you a dime for service you never activated, and they never should have sold you.   
   If you ever have questions, ask here.  You’ll get honest answers from other customers.  
Btw, if you aren’t aware already, first postpaid bills are always high because your billed for service not yet rendered, even though it’s not due until after service is rendered.   There should not be activation fees.  

Contributor

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2 Messages

3 y مضت

All my five numbers got automatically activated after I placed order. I received these SIM cards on 12/2 but the billing started at 11/29.

ACE - Sage

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100.2K Messages

3 y مضت


@chengsm101 wrote:

All my five numbers got automatically activated after I placed order. I received these SIM cards on 12/2 but the billing started at 11/29.


Of course they did.  😡.   See how it goes with AT&T.  Save records. And check back in a month to make sure your account was closed with no charges.  

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