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Jhutch28's profile

5 Messages

Tuesday, December 5th, 2023 9:31 AM

Military Cancelation

I am deployed military and recently canceled my line. I have been with att for any deployments and in the past they always waived my installment plan fees when I deployed, which is advertised on their website as well.

This time I canceled my service for deployment they charged me the remainder of my installment fees. I've tried to get it fixed over chat because I can't call due to deployment and they say they can't waive it anymore after it's been canceled. 

This seems like they're promoting a scam. It also seems like a terrible way to treat your deployed military and if they are going to advertise waiving fees they should stick go their word. 

Anyone have any luck with att getting something like this resolved. 

I feel like it should be as simple as crediting the account. 

Accepted Solution

Community Support

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232.9K Messages

7 months ago

Hello @Jhutch28, we understand you're trying to wave off your installments, and we'll try to help you with this.

 

We appreciate the information provided @MicCheck. In this case, we’ll waive remaining installments, and you get to keep the device or accessory. For each eligible service member and qualifying dependent listed in the deployment orders, up to three installment plans may be waived.

 

For more information on ⁠Cancel or restore your wireless service.

 

Thank you for contacting AT&T Community & Forums.

Mike, AT&T Community Specialist

ACE - Sage

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118.3K Messages

7 months ago

AT&T's  policy states that if you received your deployment orders after the return window had closed, you should be able to keep your phone and have device payments waived.   Is that correct?

If that is correct AT&T either needs to change its policy as published so that people have options, like different service providers.  Or AT&T needs to fix this. And it's likely regular customer support can't do that. I would recommend you file a better business bureau complaint online. Those complaints are forwarded back to AT&T upper management bypassing regular support

5 Messages

7 months ago

Yes, I've had my phone for about a year now, and meet all of their terms that are posted to have my installment plan fees waived. 

I've never filed a BBB complaint before, so I will have to research that process. 

ACE - Sage

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118.3K Messages

7 months ago

Simple form online. Not a big deal. It's just to let AT&T know that there's an issue and bypass customer support.

ACE - Expert

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14.4K Messages

7 months ago

On the website it says "up to 3 installment plans may be waived." The way they put it, it sounds like they mean that the service member and up to 2 dependents can have installment plans waived. It's possible that it's supposed to mean the installment plan will only be waived 3 times? If so, it really is worded poorly, but at the same time, the military cancellation policy probably wasn't really intended so service members can get free phones all the time.

Filing the BBB complaint is the only way to find out and get the fees waived, if appropriate.

Cancel or Restore Service - US Military | AT&T (att.com)

5 Messages

7 months ago

@ATTHelp 

Thank you so much for your assistance. I am ready to provide any additional information you may need to waive the installment fees

ACE - Expert

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14.4K Messages

7 months ago

At least we have an answer. Since it didn't give any next steps, go with the BBB complaint. It's easy and the AT&T Office of the President typically responds within 48 hours gets issues resolved.

ACE - Sage

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118.3K Messages

7 months ago

(sigh) why is that dept so messed up?

5 Messages

7 months ago

@ATTHelp 

I am still waiting on a response on how to resolve this.

ACE - Sage

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118.3K Messages

7 months ago

@davidbk 

Can you get this referred to the right people?  

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