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lillian_under_melindalewis's profile

New Member

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5 Messages

Monday, March 20th, 2023 4:06 PM

Who is Upset with the Military Support?

I phrased it as a question so others could share. I am active duty and deployed and have had an absolute AWFUL time with the AT&T support team. My account was locked several times, despite the fact that I was inputting all of my information correctly, I couldn't submit an unlock request over my phone because the site said there was an error three separate times, when I finally got a hold of someone who could submit the request I had already sent my orders to the  Military support email and received confirmation. I was also told several times that I needed to pay off my phone which I don't with the Service Member Civil Relief Act, which they should already be aware of but I had to inform them more than once. I double check the Military support email and sent the orders again yesterday and got an email today saying they need my orders. I sent it for the THIRD time and chatted with a floor supervisor because I can no longer call from this location because of crappy service. They did not help me with what I needed 4 days ago and instead put in another ticket that has a 24 hour wait time. I am an NCO that is not accessible, other Service Members will understand the implications here. If you are Military, here is your warning: CHOOSE A DIFFERENT PROVIDER!

ACE - Expert

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64.7K Messages

11 months ago

I was also told several times that I needed to pay off my phone which I don't with the Service Member Civil Relief Act, which they should already be aware of but I had to inform them more than once

Just to be clear, the phone does not need to be paid off to unlock, however, if you put your line on military hold/cancel, paying off the phone may be required.

New Member

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5 Messages

11 months ago

Military on orders do not have to pay off the phone to get it unlocked, per the website's instructions on setting this up. I received confirmation of this after informing them so I'm not sure what you are referring to. I also have a notification that looks like my phone number has been suspended but no notification that my phone has been unlocked. I stand by my complaint and hope others will see that this appears to be a systemic issue with AT&T. The suspended number is an issue in this case because I think It is why I cannot call or text now so I cant seem to resolve the issue. They should have at least waited until it was unlocked. This is a problem

ACE - Expert

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64.7K Messages

11 months ago

Military on orders do not have to pay off the phone to get it unlocked

Yes, that is what I said. However, putting your line on military hold/cancel is not the same thing as getting the phone unlocked. If you put your line on military hold/cancel, you may still be required to pay off the phone. That should not prevent the phone from getting unlocked, though.

New Member

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5 Messages

11 months ago

I put in a request for both. The cancel got approved no problem. But I still didn’t get my phone unlocked, which is the issue here, not the dang hold. When I spoke to Chloe on chat yesterday she assured me my sim unlock would be approved today, which I took a screenshot of. Instead, AT&T did not unlock my phone and instead reinstated my number to the plan which is the exact opposite of what we talked about. I will be filing an official complaint today via FCC and any other means I find. 

New Member

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5 Messages

11 months ago

And now, for further context... I cant even put in a new request to try again because the status of the other one says denied even though AT&T has no reason for not approving my request. The representative Chloe from the chat assured me it would be complete by the evening of the 21st Central Time. it is now the morning of the 22nd and everything is the exact opposite of what needs done. I reiterate ALL SERVICE MEMBERS- Choose a different provider.

ACE - Expert

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64.7K Messages

11 months ago

File the FCC complaint, that will get the phone unlocked.

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