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website suggests balance transfers on multi line are possible

website suggests balance transfers on multi line are possible

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
https://forums.att.com/t5/More-AT-T-PREPAID-Discussions/Multi-line-plan-balance-transfer-to-account-...
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?




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Message 1 of 10
Administrator

Re: website suggests balance transfers on multi line are possible

Hello @The_Neon_Cowboy

 

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


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 2 of 10

Re: website suggests balance transfers on multi line are possible

@

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 :

Text in question

 

If it is possible great, if not the website needs to be corrected. 

Message 3 of 10
Administrator

Re: website suggests balance transfers on multi line are possible

Hello @The_Neon_Cowboy.

 

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.


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 4 of 10

Re: website suggests balance transfers on multi line are possible



Yes, if you could get that process started for us that would be great..  Thanks!


Message 5 of 10
Administrator

Re: website suggests balance transfers on multi line are possible

Greetings @The_Neon_Cowboy!

 

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


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 6 of 10

Re: website suggests balance transfers on multi line are possible

@

requested info sent, Thanks

Message 7 of 10
Administrator
Solution
Accepted by topic author
Accepted by The_Neon_Cowboy
‎04-22-2019 2:03 PM

Re: website suggests balance transfers on multi line are possible

Hi, @The_Neon_Cowboy,

 

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


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
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Message 8 of 10

Re: website suggests balance transfers on multi line are possible

@ATTCares

yes, multi line is all setup we just need the balance
moved from the member account to owner account

sent another PM as well
- thanks

Message 9 of 10
Contributor

Re: website suggests balance transfers on multi line are possible

Hello,

 

That original post is me! It's a year later, and I still have the same issue! 

ATT, please help me like you did with The_Neon_Cowboy!

Message 10 of 10
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