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Sunday, January 28th, 2024 11:22 PM

Support can't cancel my Apple Watch data plan (Tuxedo error?)

  • In early Dec I tried to cancel my apple watch data plan through the site but I got "error, call support". Called support to cancel my Apple watch data plan. They said "we cancelled it, you'll see it come through later."
  • I never see it come through. A week later I call support, many transfers, they mention the error, but assure me it will be gone by the Dec bill. 
  • December bill comes and the data plan charge is still on there. Call support, many transfers, I have to explain the whole story to every new person, ~ 2 hours later they say they are getting a 'tuxedo' error and cant remove the data plan. They refund the charge and say they need to work with their engineering team but don't worry it will be resolved before your Jan bill.
  • Jan bill comes (1/28), charge still on there,  many transfers, I have to explain everything to each new person, again after 2 hrs they say "huh, there's some kind of 'tuxedo' error. Here's a refund. We suggest you wait a month and try again to cancel in Feb." At this point I'm out of patience, I've spent 5+ hours with support, and I don't want to call every month for to explain the same issue to 5 people for 2 hours for a 10$ refund. They say there is nothing else they can do. I ask for elevation, manager, anything. They say they've already asked the 'back office' and there's nothing they can do.

Do I have any recourse here? Is there any other number I can call? Any specific phrase I need to get past customer support? Or are my only options to call every month to cancel and get a refund or cancel my whole plan all together? Appreciate any help, thanks.

Accepted Solution

ACE - Sage

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117K Messages

3 months ago

It sounds like you're doing everything you're supposed to do. I have not heard of this particular error before.

Is there any installments or contract tied to the watch itself? Just thinking an unpaid device is what's blocking them from canceling the line?

You can bypass regular support by filing a Better Business bureau complaint online. Better business bureau complaints are forwarded back to AT&T upper management. At the very least it will call attention to an ongoing problem. But hopefully they'd be able to resolve it by putting better programmers on this tuxedo issue whatever the heck that is.

Community Support

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231.3K Messages

3 months ago

 

Hi @⁠bronth,

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs.   This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact Us page:

https://www.att.com/support/contact-us/, and choose the best option to reach out to us.  You can call, chat, or reach out via social media and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know and we’ll be happy to help.

 

Thank you for visiting AT&T Community Forums!

MikeN, AT&T Community Specialist.

 

ACE - Expert

 • 

24.2K Messages

3 months ago

"Tuxedo error"? What's that?

ACE - Expert

 • 

14.2K Messages

3 months ago

If it's a tuxedo error, I think you have to file a formal complaint. 

(edited)

ACE - Expert

 • 

24.2K Messages

3 months ago

You funny guy Dr. Jones! 😆.

ACE - Sage

 • 

117K Messages

3 months ago

@MicCheck 

🤣

Nice

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