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robstr's profile

New Member

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2 Messages

Fri, Jul 1, 2022 5:33 PM

Overpayment refund

How do I get a refund for an accidental overpayment? Customer service phone rep said I would have to cancel my service and close out the account. The website says I can request a refund but doesn't tell how.

Accepted Solution

Official Solution

ATTHelp

Community Support

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200.2K Messages

3 m مضت

We understand that accidents happen, @robstr. Let's see about getting that refund processed for you. 

 

You can use our Online Payment Helper to request an overpayment refund. Once completed, you will receive an e-mailed response and/or resolution within 5 business days.

 

As @sandblaster and @Constructive mentioned, overpayments usually create a credit balance.

 

It may take a while to process your refund depending on the method used to pay your bill. Here's what to expect:

  • Electronic bank draft or check: We require a 14-day hold before we refund bank drafts or checks. If you want the refund before then, send us a bank statement showing the transaction has cleared (an online statement is OK). Or, ask your bank to send us a letter on their letterhead showing that the payment has cleared and isn’t in dispute. The letter must include amount, date cleared, bank employee name, and contact number.
  • Online bill through your bank: These payments come from your bank after you request payment from your bank's website. Some payments require a 14-day hold before we can refund them.
    If you want an electronic refund (recommended), we have to confirm your bank account and routing number. Make sure to send us a:
    • Bank statement showing the payment and bank account number
    • Voided check from the same bank account
  • If you don’t want to share this info, we can mail a refund check to the account owner. Or, we can credit the refund amount to your AT&T account to put toward future bills.
  • Credit or debit card: We’ll apply your refund to the card you used to make your payment.

Learn more about how refunds work, how long they take, and how we issue them.

 

Let us know how this works for you. We're happy to take a look at things from our end if need be. 

 

Sydne, AT&T Community Specialist.

sandblaster

ACE - Expert

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59.8K Messages

3 m مضت

The customer service phone rep was wrong. You must have gotten either a lazy or clueless agent. The only way to get a refund is to call but unless the overpayment was substantial, it’s not worth it. It takes up to 6 weeks to get a refund, by then your next bill will have been generated and paid. Any overpayment will just stay as a credit on the account and will be applied to the next bill.

Constructive

Employee

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29.3K Messages

3 m مضت

by the time you receive a refund (check in the mail) 6-8 weeks your bill will be due again, best to just let it sit there and let them pull the balance for your payment

New Member

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2 Messages

3 m مضت

The amount is substantial, and the 6-8 week delay is worth it to me. I called 1-800-331-0500 and received a callback about 30 min later. The rep talked to a supervisor for 10 minutes or so and returned to say that refund was not possible without closing the account. Is there a better number to call that might get me in contact with someone who might know how to resolve this?

sandblaster

ACE - Expert

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59.8K Messages

3 m مضت

Whatever number you call, you still must go through the same call tree. There are no publishednumbers direct to anyone higher. You can call and say “cancel service” at the prompt which should get you to the loyalty group, they are higher in the chain. You can also escalate to corporate by filing an FCC or BBB complaint.

Constructive

Employee

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29.3K Messages

3 m مضت

file a bbb complaint and at&t office of the president will contact you

New Member

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3 Messages

2 d مضت

Can anyone tell me who to listen to in the following scenario.. I had disputed a payment taken from my prepaid debit card because I had in fact returned the phone ATT claimed I didn't. I filed a dispute with att and the office of the president called me. His name is Michael. It took a significant amount of time while he investigated and tracked the phone which was in their warehouse. Needless to say, I had been charged 1131.53 which is quite significant. I explained that I needed my refund obviously and he stated that he was completing the refund request while I was on the phone. He stated I would receive the 1131.53 on a prepaid card in the mail in about 10 days. I asked a few questions about the card then accepted that outcome. Well, THEN the next day I received an email from ATT stating the refund would be going back to the now closed prepaid card it had initially took the 1131$ from.! I am just wondering if I should believe Michael from the office of the president, or am I now just going to have to wait for them to attempt to credit that card back and it not work because that acct is closed. Then I will be waiting for all that before they figure out that they need to either send me a card or a check! This has been a whole nightmare! It has been nothing but chaos with this company!  If anyone knows who I should listen to that would be fantastic! I did try to leave a message with Michael but so far, no answer as of yet. Surprise.

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