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DisappointedInThisCompany's profile

5 Messages

Friday, August 4th, 2023 3:55 PM

Unable to reset pass code, unable to cancel service, been a customer since 1998

Has anyone had any success getting any help from ATT when you are out of the country and don't know your passcode? I have spoken to several reps in the past 4-5 days and even filed a BBB complaint. This is crazy that there is no other way to verify my identity and the company seems ambivalent at best and criminal at worst to tell customers that they are required to continue paying for a service that they don't have access to, and aren't even allowed to cancel the service.

Accepted Solution

9 months ago

To help anyone else who may have this problem; I had to submit a complaint to the BBB. I was contacted by a person from ATT's president's office. This person was able to go through an alternative method to verify my identity and reset my passcode. Then proceeded to connect me with the Tech department to assist me in transferring my esim. All done remotely, over the telephone.

Before I disconnected with the corporate office rep I asked if making a complaint was the only way to get to the alternative authentication to reset my pass code. The rep told me NO. The lower level customer servers reps should have transferred me to their manager and then the CSR manager, who has access to the same procedure that the rep from the president's office accessed, should have been able to rectify the issue.

So if this happens to you please insist on speaking to a CSR manager, and if they still tell you they can't help you, contact the corporate office.

(edited)

ACE - Sage

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117.6K Messages

10 months ago

Maybe should have prepared ahead of leaving? 

Perhaps should have known your login information including your security PIN/passcode? 

It's required by every postpaid carrier that you call to cancel if you aren't porting out to cancel.

FYI if you are prepaid just stop paying. There is no penalty for prepaid customers.

If you are postpaid they'll send you the collection and ruin your credit if you stop paying.  

ACE - Sage

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117.6K Messages

10 months ago

You definitely have a passcode. Everyone does. Doesn't matter which service provider or what type of service you have everyone has a passcode. Every time you bought a new phone, made a change in your plan, every time you contact at AT&T about service they would have asked you for your security code.

It should be memorized, or noted along with your password.  

10 months ago

My other phone was just purchased a year ago. And any possible code, basically any that I have used in the last 3-5 years, I gave the representative and they said those were incorrect.  And I've always been able to make changes to my plan online without needing a passcode, I'm 100% sure of that, the last time I changed my plan was just 3-4 months ago. Other than to clarify information, I'm trying to see if there is any other method anyone has found to verify the account.

10 months ago

Also I'm not sure how trustworthy this forum is since I noticed my previous reply was deleted.

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