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Annoying experience today... yesterday I had 400MB data on my plan, today nothing. There's SUPPOSED to be a 100MB autorenew package set up, but it also managed to disappear. It was there 2 weeks ago when I last checked the account online.
Customer service, when you can find their phone number, not really helpful. No possibility of re-enstating the missing data balance. Finally accepted a $10 credit as better than nothing (about half the value of the lost data).
I know it's only $10-20 but the whole feature refill system seems designed to fail.
I'm sorry to hear that - I had the same experience last November after using the auto-renewal for many months without any problem. You may want to call customer service back and speak to a different rep re: re-instating the data balance that you lost. Ask for a supervisor if need be - you should not have to just accept the loss of an existing balance (presuming you had funds in your account to make the auto-renewal). This is a known problem (to at&t) with the feature auto-renewal system.
In my case, they did re-instate almost 1,000 messages. (I had well over $100 in my account at the time the auto-renewal failed, so a lack of funds was not the issue.) The rep could see that it had "kicked off in the background for some unknown reason, which isn't really uncommon". The re-instatement however was a one-time "courtesy"; she indicated that they would not be able to do so again, so she reommended that I call each month "close" to auto-renewal to have a customer service rep check to make sure it was still turned on "in the background". I was told it wasn't something I could tell from looking at my on-line account. But since the rep couldn't provide a definitive answer as to what would be considered "close" enough to the renewal point to actually allow at&t to stand behind their system if it then failed again, I decided it was easier to just turn off the auto-renewal feature and manually renew the feature package myself each month.
- Doug Larson
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