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Shamekam1's profile

New Member

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3 Messages

Saturday, November 19th, 2022 11:32 PM

Reactivate my Apple Watches and installment plan

In September, I removed the service on my Apple Watch‘s, out it was not explaining to me that the installment would become due if I did that. So, a few days later, when I checked my bill, I saying that the installment plan it came to. So I called customer service and told them to reinstate the watches so that my installment plan would be reinstated. They reassured me that they could do this and attempted to do it while I was on the phone. I stayed on the phone for about an hour and the person I talk to could not resolve the issue. So he told me he would put in a ticket and get someone else to do it and call me back. I never did receive a call back so then I called back  Again. I spoke with someone that said they could not reactivate it and they were having trouble and they would need to create a case. A case was created and I was once again reassured that it would be taken care of. Long story short it has been about three months and no one has been able to remedy the problem and now the bill cannot be extended any further. They are expecting a full payment, and now they are saying that they had 59 days to reinstate the plan and it wasn’t reinstated so they can’t do it now.  That was a no fault of my own, I called several times before 59 days and no one ever mentioned 59 days to me . I was never given a call or a text or an email back regarding what was going on with my case. Today when I called, the representative opened another case for me, I am at my wits end. I am very unhappy with the customer service I have received thus far. If my service is disconnected, I will probably go with someone else when I reconnect my service. I know all calls are recorded so they’re all to be several records of my calls and several records of my cases, but no one seems to be able to help me or provide me a reason why they can’t help me.

Accepted Solution

Official Solution

ACE - Sage

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104.2K Messages

3 months ago

That's not possible. You can reinstate service but the installments will not be reinstated. Once the installment loan is canceled either because you canceled the line, ported the line out, or paid off the installments that's it.  Done.

There is even a warning if you go into your account to view and pay off your installment loan that once you pay off the loan it is not reversible.

https://www.att.com/support/article/wireless/KM1011851/

I hate to be blunt, but this is on you. Whenever you sign up for an installment, you also sign the agreement and it says that if you terminate service, the balance of the installment will be due on the next bill.

(edited)

ACE - Sage

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104.2K Messages

3 months ago

https://www.att.com/support/article/wireless/KM1106686/

If you scroll down to the section on service and look at the bold print...

New Member

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3 Messages

3 months ago

I don’t remember signing that on the watches. My thoughts were that because I use the watches with Bluetooth then they didn’t need their actual line. No one explained that the installment would become due immediately. I’m sure the cancellation call was recorded and shows that the agent did not explain that to me. And when I called them back, they said that they could indeed reinstate the plans but everyone was having trouble and said that they would get back to me. No one ever said that it could not be done because of the policy you stated. 

ACE - Sage

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104.2K Messages

3 months ago

Unfortunately not reading the policy, not knowing the policy, and not being warned when you called to cancel those watch lines does not make any difference.

This policy is not unique to AT&T. 

Anytime you agree to installments on any device you are either sent the terms of the sale by email, or you receive the terms of the sale in person. You either esign or physically sign that you agree to the terms of the sale, and the termination of service related to the sale of the devices. You not remembering after the fact and makes no difference. 

Possibly, if you call AT&T and ask if they have copies of your original purchase receipt for the watches they can provide you with the terms of the installments as well, and cancelation policy.

Possibly, if you call AT&T and ask if they have copies of your original purchase receipt for the watches they can provide you with the terms of the installments as well, and cancelation policy.

I’m sure the cancellation call was recorded

Approximately 1/4 of calls are recorded for training purposes. They are not recorded for you. They are not recorded to prove the content of a conversation you had with customer support. You will not have access to any phone call recording if there is one. 

they said that they could indeed reinstate the plans but everyone was having trouble and said that they would get back to me

They told you what you wanted to hear and then got you off the phone.  It's possible whoever you spoke to has no idea that installments cannot be reinstated once their service lines have been canceled.  But they're not going to tell you that because that would be upsetting. 

   They're having trouble because it's not a process that is permitted or even available to customer support Representatives. 

MicCheck

ACE - Expert

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12.7K Messages

3 months ago

They are expecting a full payment, and now they are saying that they had 59 days to reinstate the plan and it wasn’t reinstated so they can’t do it now.  That was a no fault of my own,

There's no 59 days. I don't why they would even tell you that if it had already passed. 

This is your fault. You decided to cancel service on the watches. You asked for service on the watches to be canceled. AT&T canceled service on the watches at your request. 

ACE - Sage

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104.2K Messages

3 months ago

@MicCheck

I thought maybe they were referring to the 'Win-back' window, Which has to be under 60 days.

However all that does is get your service plan back it does not get installments reinstated. 

New Member

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7 Messages

3 months ago

I received the same misinformation about reinstating a line. In my case, no one could even tell me who authorized the line in the first place. Initially they blamed my brother and when I called in with him on the phone, the story immediately changed. I had to go to the store last night to obtain receipts to prove my case and I will have to spend another aggravating 3-4 hours of my life going back and forth with AT&T. Based on my research, it appears to be a systemic issue and AT&T “customer service” representatives are notorious for saying whatever they can to get you off the phone and pass the buck. Most customers are not holding the policy in their hands and we trust the company to be aware of their own policies and to notify us if additional charges will accrue. If the above commenter’s perspective and recommended approach is true, we would almost need a lawyer or advocate on deck just to converse with customer service. In my opinion, AT&T has evolved into a money-hungry monopolizing company that seeks to sap the pockets of their customers by extracting additional fees and cost by any means necessary. I have noticed the decline in their reputation post-pandemic and it appears to be an attempt to recuperate their losses from previous years as they were “working with those who were affected by COVID-19.” As an organizational leader, I’m aware that the competence level of the employee pool is also a factor in this company’s decline…let’s not even mention the language barriers. Although I ultimately paid for the charges in order to maintain the phone number that I have had for over 25 years, I refuse to accept asinine excuses for deplorable tactics. I think of the elderly and those who are incapacitated as I became last year after being in a near fatal car accident. I was not watching my account at the time and that is why I became victim to this company and their predatory actions. I am now using my voice to forewarn others to choose another company because AT&T has a history of savagely usurping money from their loyal customers.

ACE - Sage

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104.2K Messages

3 months ago

@Drelly

Or you could just read your bill.

Remember ETFs? 

Unlike the old days, when it was a little harder to tell how much your early termination fee was, or even if your line was still under contract, your current bill tells exactly how much you owe on every device that is attached to every line on your account. 

And because canceling service generates accelerated billing on installments for every service provider, this should be a no brainer. 

Just because you are paperless is no excuse not to look at your bill every month and know what you are paying for.  Seeing installments attached to those watch lines would have been a red flag for the original poster knowing that he canceled service those installments would be due in full. 

New Member

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3 Messages

3 months ago

Formerly known as, you don’t have to be so rude. You act like ATT is your company, I appreciate your opinion but you don’t have to keep stating it. I have people that work for ATT and I’m depending on them to do their jobs whatever the outcome may be. If I end up paying then I’ll take that loss but if I can voice my opinion with them and it helps me then that’s the best outcome. Just like I may have not read the fine print, I’m sure that the guy who cancelled my service was supposed to tell me that it would cancel my installment plan. So we probably both made a mistake but a company that values their customers will try to come up with a resolution. 

sandblaster

ACE - Expert

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62.2K Messages

3 months ago

@Shamekam1 The last post by @formerlyknownas was not directed to you. It was to the person who posted on your thread that happens to have a totally different issue than you do.

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