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rinconf's profile

1 Message

Sunday, December 17th, 2023 6:57 PM

Military Cancelation - Failure of System and Customer Service

I have been stationed in Japan since September of 2021. Before I left my previous duty assignment, I placed my account on cancelation. However, my account did not get canceled. I have been charged every month since. I have called, emailed, and chatted multiple times about this issue. The problems being: 

1. The inability to sign in due to no longer having access to the sim which in turn means I was unable to get the confirmation text message. 

2. The inability to access the military cancelation page as I was directed to after multiple calls due to the aforementioned sign in issue. 

3. The fact that I am still being billed 27 months after my service was supposed to be canceled. 

I am a loyal AT&T customer and was previously happy with the service. Now, I am owed over $3500 as a refund of unused services. I have escalated the issue with customer service. 

I do not understand why there has been such a systematic failure of customer service. 

ACE - Sage

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117.9K Messages

5 months ago

🤦🏼‍♀️

So that department is going to have a couple of issues to look at on Monday. I don't know what went wrong in your case whether they didn't approve your deployment orders or didn't cancel properly. But it's pretty obvious they screwed up.

Have whatever documentation possible on hand. I'm going to flag the community manager and have him send this problem to that department.

I've been saying they need some percussive maintenance this week. But this one - wow

ACE - Sage

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117.9K Messages

5 months ago

The department has been alerted to your issue this morning. Please let me know if you don't get contact

Community Support

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232.4K Messages

5 months ago

We're here to help you with the information that you require, @rinconf.

 

We are going to reach out to you in DM to take a look at account details and help you with Military account cancellation information. Please look out for a DM notification from us.

 

Looking forward to speaking with you!

 

Thank you for contacting AT&T Community & Forums,

Susan, AT&T Community Specialist

ACE - Sage

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117.9K Messages

5 months ago

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