04-18-2019 12:32 PM
I was looking into setting up multi line (we both have balances) reading the terms carefully I read
"If you have a balance and don't need to use it for optional services, you can contact Customer Care to transfer it to your Account Owner."
https://www.paygonline.com/websc/openPage.html?linkText=impDetails under Multi-Line Account Member, 3rd line from bottom
Now being a bit skeptical as I have read before you can not transfer balances. I read here that you can not. Even saw a user post from a year ago
who saw the exact same thing I did , but got told by support and someone here they can not do it
But here we are a year later and that still exists on the website
Why does it say we can if its obviously not possible?
Solved by: Go to Solution.
04-20-2019 11:11 AM
Hmm... that is a very interesting question. Allow us to review this for you!
If a member has an account balance, the balance does not transfer to the account owner when the member joins a Multi-Line account. The balance remains on the joined member's account until it is used only by the member.
We hope this information is helpful.
Dwight, AT&T Community Specialist
04-20-2019 1:25 PM
But can the balance be transferred from the Member to the Owner?
Maybe I'm wrong but according their the topic I linked above / other users experiences and generally
the consensuses.Is that any existing balance can only be used my the Member and can not
be transferred. In the topic I linked above the member was told the same thing by phone support.
But the pay go website details for setting up multi line clearly says that support can transfer the balance upon request.
Image below of what it says with relevant portion highlighted :
If it is possible great, if not the website needs to be corrected.
04-20-2019 1:53 PM
We are here to help! Yes, you can transfer the balance from the member to the owner. Please let us know if you would like for us to get the process started for you. Thank you.
Makaela, AT&T Community Specialist.
04-20-2019 5:04 PM
I'm sending you a Private Message (PM) which you can find by clicking the Forums Inbox (envelope icon) in the banner. Please respond to the message from ATTCares and verify your requested account details so we may review your case.
I look forward to assisting you.
Lar, AT&T Community Specialist
- edited 04-21-2019 11:31 AM by Taylarie
Thank you for providing the number. You can transfer the balance to the account owner from a number being added to a multi-line account when it accepts the invitation to join the multi-line account. Have a you set up the multi-line account yet? If not, let us know so we can transfer the balance over if necessary.
If you need me to call over this, could you provide me with the best time to call and which time zone you're in?[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]
James, AT&T Community Specialist