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dauber65's profile

New Member

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6 Messages

Wed, Aug 3, 2022 6:29 PM

Father Passed Away, anyone have success getting bills cleared?

My father had an ATT cell phone and had a TV package.  My younger brother (25 at the time) shared a line with my dad's account.  Our dad had a heart attack in early April and was in the ICU unresponsive and ended up passing at the end of April.  
My brother went into a store in Mid-May and figure out what he needed to do with his number since it was tied to my father’s account.  He told them my father passed and I guess they recommended he just get a new number and just cancel the old account that had my dad's and his numbers on it.  He told me he took care of it and it was cancelled.  Well, AT&T bills just keep coming.  So I went into a physical store on July 12th.  I took the bills and death certificate with me.  The worker tried his best to help me by calling different departments.  After almost TWO hours being bounced all around.  We got one person to admit they saw the "request" to cancel in May, but hadn't actually done so.  While on the phone they went ahead and cancelled to the MAY date only.
This really blew my mind they were not willing to 1) take the cancellation date to his date of death 2) Be a little compassionate and simply wipe his debt considering he had been in the hospital a good period of time unconscious.  Not a top priority of ours at the time to deal with phone and TV while in there.  

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Official Solution

ATTHelp

Community Support

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200.1K Messages

2 m مضت

Hello @dauber65, we are so sorry for your lost, please allow me to assist you in getting the correct information to cancel the account.

 

Thank you @Constructive, for the information your have provided.

 

To change the name on your account due to marriage, divorce, or other reasons, call us at 800.331.0500.

 

Losing a loved one is never easy. We want to help you make changes to their account as quickly as possible, so you can attend to other matters. If someone close to you has passed away, and you have the required info, you have options to close their account, keep the same mobile number under a different AT&T account, or transfer the number to another provider.

Here’s what to know about managing a deceased loved one’s line or account:

  • We won’t charge early termination fees or other cancellation fees on the deceased person’s line of service.
    • If the account owner passed away, we may adjust all installment agreement charges for all wireless lines on the account.
    • If the person who passed away was a wireless user on your account, we may adjust installment agreement charges for the associated wireless line.
  • You can transfer the deceased person’s line to another AT&T account, but you must pay any past due balance before the line can be moved.
  • Any outstanding account balance on the deceased’s canceled account may be the responsibility of the estate.

If you know the wireless account passcode, you can either request to transfer billing responsibility for wireless numbers on the account to another AT&T account, cancel the account, or learn about transferring the wireless numbers to another provider.

 

Please let us know if this information provided is helpful for you.

 

Danielle, AT&T Community Specialist

New Member

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6 Messages

2 m مضت

I guess my question is, anyone have any experience with a good physical mail or an e-mail I can submit this cancel request into?  I do not want to get into the endless phone loop conversation.  After watching an actual employee struggle to get where he did with his specialized line and access.  I have no desire to even try on the phone.  

Constructive

Employee

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29.3K Messages

2 m مضت

why even bother? at some point it will get cancelled and go into collections its not like it will affect his credit , also you need to go into a corporate store with the death certificate not an authorized retailer

New Member

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6 Messages

2 m مضت

@Constructive 

Part of me just wants to let it go.  However, my father's estate is currently in probate for the next 6 months.  I'm the executor responsible to resolve all outstanding debts.  I'd hate for some random $500 AT&T bill get me in some probate legal situation for ignoring.

ACE - Sage

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100.1K Messages

2 m مضت

And so what if it does? It's not like they can ruin the credit of a dead man. More than a few times I've seen people have a difficult time getting service canceled for someone who is the hospital, in a permanent care facility, or who's passed away.  

  

New Member

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6 Messages

2 m مضت

I'm not worried about it ruining anyone's credit.  I'm worried the judge in charge of probate will see that I've just ignored a bill that I've known about.  Then question everything done in the estate.  Then not release the estate from probate and I end up in a proverbial toilet bowl.  If it was just $100.  I'd pay it.  If it was $200 I'd just pay it.  But the physical bill is $833.75.  I got it pushed back to the date my brother went to cancel to like $600 or so.  I have no idea how AT&T allowed a phone bill push to $800 plus, I find that kind of ridiculous.  

Constructive

Employee

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29.3K Messages

2 m مضت

then your brother messed up, the only way to cancel is to call or go into a corporate store with the documentation. did he have the death cert when he went in? was it a corporate store?

ACE - Expert

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23.1K Messages

2 m مضت

Are you working with a probate attorney to get the estate settled?

New Member

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6 Messages

2 m مضت

@Constructive I'd say my brother tried his best, but I know he did not have the death certificate.  Our father passed in a different state, so it caused a huge delay in getting the certificate.  It was over 2 months before we got it.  That is why I didn't go into AT&T until July 12th.  I had just gotten the death certificate a few days prior.  My brother had given them the obituary because that is all he had.  However, he's only 25 years old, so I'm not sure exactly what all happened that day he went in.
@Skeeter Yes, I do have a probate attorney, its required because of the estate type.
I do not feel like getting them involved because they are like $500 an hour.  If they mess around with this for an hour, it would have been cheaper to pay AT&T.

New Member

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6 Messages

2 m مضت

@skeeterintexas Oh the attorney has put into motion that I am full executor of the estate and bills.  They said that is the cheapest option rather than paying them to do everything.  So that is what I'm doing.

ACE - Expert

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23.1K Messages

2 m مضت

All I know is that all bills must be paid out of the estate.  I lost my husband in 2017.  Luckily my daughter had a friend from law school that went into family & estate law.  It cost me a couple of thousand but it was worth it to get everything probated.

ACE - Sage

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100.1K Messages

2 m مضت

Presenting the death certificate makes a huge difference. At least it will to at&t. Since your brother didn't have it, try again with the death certificate.

ATTHelp

Community Support

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200.1K Messages

2 m مضت

Hi dauber65, our condolences to you and your family at this time. We want to help with your account cancellation and bill concern!

 

In order to do that, we want to get you in a Direct Message (DM). Check the message icon in the upper portion of the page and reply back. Let us know if you are an authorized user on the account. If you are not an authorized user on the account:

  1. Option 1: Mail in or fax the following information to Mobility Deceased.
    • You'll need a copy of the death certificate/Hospice documentation and a copy of the wireless bill statement.
    • If you don't have the statement, then you'll need to provide the wireless account number or a cell phone number from the account.
    • Once documentation received, the account/user line will be cancelled.
      • If documentation not received, account/line won't be cancelled.
      • Customers do not need to call back to confirm cancellation, they'll receive the final bill.
    • Mail Postal Letter:
  2. AT&T Mobility

    Attn: Mobility Deceased

    2612 N Roan St.

    Johnson City, TN 37601

    • Fax: 314.242.0597
  3. Option 2: Visit our nearest AT&T Retail Store (not Authorized Retail).
    • Store Locator
    • Select a store
      • Click on Store Info
      • Click on About
      • Make sure there's no mention of Authorized Retail on that page, as they may not be able to help. 
    • Ensure that you have a Photo ID and one of the following for verification purposes:
      • Death certificate.
      • Accident report reflecting the account holder is deceased.
      • Account holder's obituary (online or physical copy).
  4. For bill adjustments, we recommend that the authorized user on the account to reach out to us and we'll be happy to step in and help. 

We look forward to speaking to you, again keep an eye out for our DM!

 

Rhoda, AT&T Community Specialist

MicCheck

ACE - Expert

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12K Messages

2 m مضت

If they back dated the cancellation to the day it was originally requested, there shouldn't be an outstanding balance of $600 remaining. You should get an updated final bill reflecting the May cancellation.

It would have been nice if they'd have give you something extra given the circumstances, can you really be upset they did exactly what was asked back in May? 

(edited)

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