Terrible customer service and support

We want to help shed some light on what's happening with your service, @1Guzman. 

As @sandblaster mentioned, we don't offer military suspension. We only offer military cancellation, which grants you two options: 

• Cancel service and we'll hold the mobile phone number for up to 39 months.
• Cancel service without holding the mobile phone number.

Cancellation Requests for Military Deployment

• Monthly fees for military customers transferred/deployed to a non-AT&T service area who wish to temporarily cancel their service are not assessed.
• Accounts on the military cancellation plan retain the customer's original phone number.
• Customers must provide their official military orders to us, with a written request to temporarily cancel service for military deployment.
• If the deployment/active start date is in the future, cancellation or cancel and hold would be completed at that time.

Want to restore service? Submit requests and copies of deployment orders to the AT&T Military Support Team.
 

Email:

• ATTMilitarySupportTeam@amcustomercare.att-mail.com
  Include Military Cancellation or Military Restoral in the subject line of the email.
  Compress documents larger than 2MB in a zipped file before attaching them.

Fax:

• 847.513.5954 (long distance charges may apply).

By mail:

• Attn: Military
  8089 South Avenue
  Boardman, OH 44512.

Have this info handy when you contact us:

• Your name as shown on the account.
• Your account number.
• The phone number you want to reactivate.
• The date you want your service to start again.

A few things to keep in mind: 

• We encourage you to choose from currently available plans and features when you resume service. You can also choose to be returned to the plan you had at the time service was canceled.
• If you return for a short period (for example, 7 days, 15 days), you must indicate when you will return to military service.
  • A new request can be filed for the date you're due to return to overseas duty and the service can be cancelled again.
• If you had a business discount, you'll need to reapply.
• The contract is not extended for the amount of time the service was cancelled with the request to hold the phone number.

Thanks for visiting our Community Forums! We hope this information helps. 

Sydne, AT&T Community Specialist

I have no idea what “wrongfully suspended” means but accounts only get suspended for non payment. Once suspended, the only way to restore service is to pay the balance owed.

Before deploying I put my account on a military suspension with the help of a rep. And since my departure my cellular data has been turn off as well as the data roaming as intended so that I could only use the phone on the limited WiFi. I have now been here a total of 4 days and at one point they said there was an outstanding balance of $800. The correct amount is reflected on the app which is my monthly bill and payment is actually scheduled on autopay for the 6th of may.

Before deploying I put my account on a military suspension with the help of a rep

There is actually no such thing as military suspension, it’s called military cancel. You actually cancel service but they hold your number. Whether you call it suspension or not, of course you don’t have service. Did you not know you wouldn’t have service? It’s also kind of sounding like your service  was put on a regular suspension, not military. A regular suspension does not stop billing. You do not continue to get billed on military cancel. Either way, though, service is cut off. That’s the way suspension or military cancel is supposed to work.

This article describes the military cancel and how to reactivate service, if that’s what you actually did. There is also an email address listed you can contact.

https://www.att.com/support/article/wireless/KM1046235/

The term military suspension came straight from multiple att reps. Also the concept of WiFi seems to be something you’re not very familiar with, WiFi calling pertains to access to text, data and obviously calls over WiFi all while using the number associated with the account. Thanks for the comments though, you seem to not have a very good grasp on these topics but it’s okay no worries.

@1Guzman I understand WiFi quite well. I also understand WiFi calling quite well. ATT’s WiFi calling requires that your cellularservice is still active. It does not work with service suspended. I actually have a very good grasp on this topic but it would appear you don’t. That’s fine, believe whatever you want.

I'm confused about what the issue is. You requested your service to be suspended...how could it be wrongly suspended? Where did you see $800 if the app is correct? If a payment is still due, that was probably created before you suspended service. 

If you're confused about how your account is set up and want to clarify what really should happen during a military deployment, see the post from AT&T above and then reach out using the email address reserved to support members of the military listed to get straightened out.

Also the concept of WiFi seems to be something you’re not very familiar with, WiFi calling pertains to access to text, data and obviously calls over WiFi all while using the number associated with the account.

@MicCheck The OP posted the above, so I think the issue is the OP thought WiFi calling would still work with service suspended or cancelled, which of course it doesn’t. As for the $800, that could be balance owed on a phone. The military cancel does not guarantee whatever is owed on the phone won’t be due.

The site does say

• Installment plans: You may be able to keep your device or accessory without making any additional monthly installment payments if you entered into the installment plan before receiving your deployment orders and you are outside the 14-day buyer’s remorse return period.

I'm not sure what additional criteria you'd have to meet for them to say "you may be able."