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New Member


1 Message

Tue, Oct 6, 2020 9:04 PM

Significant amount of payment issues

Hi. My account says "You have order in collection. No payment can be made until it is resolved." I recently missed my usual payment of $65/month due to a lack of funds in one of my accounts, so I tried to switch to the $35 plan, but it said I was unable to switch without paying a claim that was on the account. So, I went to the store to purchase a $65 refill card. I used this to refill my account, and it said it was successful, but I still do not have service. Instead it says I'm currently on the $35 plan, with $30 remaining in my account. However, I still am unable to place calls, text, or use any of my data. So I called the support number, and the first person I spoke with eventually came to the conclusion that they would transfer me to the financial supervisor, so that (s)he could refund the $35, and put me on the $65 plan again. However, the person I was transferred to told me that they were unable to assist me and that I would have to pay $98, plus an additional $25 fee. I'm wondering if there is any way for me to get my money back or to fix this issue, as I don't understand why I would have to pay $98 + $25 if I just refilled my account with a $65 card.


Community Support


180.7K Messages

1 y ago

Greetings @mr_passariello!


Allow us to get you in the right direction!


To ensure you get the assistance that you need as quickly as possible, we encourage you to contact our AT&T PREPAID Support team at 800-901-9878 which are available every day, 7 a.m. - midnight local time.


We hope this helps!


Dwight, AT&T Community Specialist 

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