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New Member

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1 Message

Fri, Feb 21, 2020 6:11 PM

Credit after cancelling cell service

My billing cycle is the 13th-12th of the month. After several frustrating calls to fix my account and they could not get it fixed after over 25 years of having ATT cell, I cancelled my service starting on Jan 26th-28th. I called to find out what my credit would be and I was told to call back after the billing cycle.

I did and was told I was only receiving $3.37 credit. I have spoken to 5 people now and have been told different stories and then they finally said they couldn't help me and transferred me to a different person, and still no resolve, now I have to wait for a "manager" to call me.

In my calculations, I should receive a credit of around $121.33. give or take a few cents for taxes.

I was first told by a Vanessa that it was AT&T policy to continue to bill me after cancellation. I asked her to tell me where that states that. She didn't know so transferred me to Nick, who then told me that they do not prorate cancellations which on my bill it is obviously prorated some. So he then transferred me to Erik, who couldn't help me either and said that a manager would be calling me within 15 minutes. So far I have wasted 1 hour 32 minutes and 16 seconds of my day.

Responses

sandblaster

ACE - Expert

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35.9K Messages

a month ago

I’m not sure why you got any credit. Your final month of service is not prorated. You pay for the full month whether you use it or not. If you cancelled on Jan 26, you still pay for the entire Jan 13-Feb 12 bill. They did not bill you after cancellation, by Jan 26 you had already been billed for the Jan 13-Feb 12 bill cycle. You should still be getting a final bill by mail generated around Feb 16, your normal bill cycle. It should contain no new charges. If you have already paid the last bill, the final bill should be for $0 unless you have any phones to pay off.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Constructive

Employee

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7.8K Messages

a month ago

credit for what? They don’t prorate service so anytime you cancel in the middle of a billing cycle be it 1 day in or 26 days you still pay the entire month it’s in the terms of service and also was sent out in an email last year. @sandblaster do you have a copy of that email handy?

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
sandblaster

ACE - Expert

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35.9K Messages

@Constructive I don’t have that email but it was for other ATT services like internet and tv. Wireless has never prorated the final month, that email was to notify customers of other services of the change to those services. Wireless customers did not get that email.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Constructive

Employee

 • 

7.8K Messages

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
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