Lack of Support for Military Suspension and Unlocking Device.

Thank you. 

I am having the same issue. I have submitted orders three separate times in different formats trying to get something to work. I keep getting a message about not getting the documents within 4 days, when I have submitted them as soon as I received the email to do so. I just got out of a chat with a rep who resubmitted the case again so time number 4. She asked about dates and mentioned March time frame, and I informed her that no all the documents and email correspondence is for February. I then told her the ATT supposed process for suspension and unlocking for military on orders. We are paying $10 a day to be able to communicate because wifi is horrible. We are already looking at an extra $100 on top of our bill. Verizon was so simple it was maybe a 10 minute process if that. The att process is a joke. I'm ready to just pay off the phones and go back to Verizon or anyone else. If customer service doesn't even understand or able help then dont offer the service. We have already decided if it isn't completed by Monday we are leaving, the estimated completion time they gave me was March 9, thats a little over 4 weeks from the time the process started. Thats not acceptable.

@davidbk @ATTHelp 

@yourmilitaryprocessishorrible 

She asked about dates and mentioned March time frame, and I informed her that no all the documents and email correspondence is for February. I then told her the ATT supposed process for suspension and unlocking for military on orders.

The process is cancelation with number held for 39 months at a time.   As here:

https://www.att.com/support/article/wireless/KM1046235/

I'm puzzled why it's been a problem since last summer.  It's never been an issue in the 9 years I've been familiar with att.

@ATTDmitriyCM 

@davidbk 

Please note is cancelation, not suspension or pause as these terms do not compute to ATT CSRs. 

@formerlyknownas  The store form they gave me says, "circle which the customer is selecting and below (cancel) or "suspend"(cancel and hold) they said to select the "suspend"(cancel and hold) option, that cancel cancels everything and won't hold your number and that "suspend"(cancel and hold) cancels the service during the allotted time frame and holds your phone number. We actually just got the service termination notice an hour ago so again a different terminology is being used.

 I tagged you on another post I was just reading, is there any way to organize all these military complaints to show ATT that there is a serious problem! This should not be happening. I hate people going to social media for all their problems but I feel like at this point this needs to be brought to the news or media somehow. The servicemembers are asking for help and getting the run-around, and most are just dealing with it while paying extra on top of their bill just to be able to communicate with families. I have seen numerous posts and dealt with this myself and it's not right. From what I have gathered, whoever is over the military department does not seem to understand orders. I can almost guarantee the orders the above poster is talking about are the same that we have, and they say TDY due to it being a rotation/training. I'm at a loss with what to do and this is infuriating. The @ATTHelp  is not actually helping but regurgitating the same information on every post, the same as the customer service reps this is not real help it is sending you to the same forms that have already been filled out and sent. You need real communication when sending out your "HEADS UP we can't unlock your device" emails stating that you need military orders. There should not be this big of a disconnect. We followed instructions including the orders and all the information that was needed in every email, so to say you didn't get the orders makes zero sense, and if for some reason the orders did not work then there needs to be a real email not automated sent out telling why the orders didn't work. 

FYI, this should gave been done with the link posted.  Clearly the store was clueless. 

Suspension turns off service.  It does not turn off billing. 

Stores are largely sales.  They had you fill out a form, and advised to fill out wrong.  What was done with it?  

Now I'm ranting too. 

Waltz tango foxtrot (I was a ballroom dancer, you get the gist) 

@yourmilitaryprocessishorrible our teams will be engaging you shortly. 

Keep an eye out for a private message. 

ChrisZ

@formerlyknownas  haha the store even told me they couldn't remove or do anything to the bill and to call customer service because they can only sell products, yet online it says if you are within 14 days of purchase to go to the store to have the next up add on removed and after 14 days you can do it online. I absolutely appreciate you and your help. I tend to get focused especially when something is wrong, and knowing how long this has gone on and to service members of all people does not sit well with me. My kids and I want to speak to my husband whenever we can and this $10 a day adds up quickly. We are lucky we can afford it for now, but feel bad for those who experience this problem and can not afford to pay that extra on top of a bill.

Hi there, yourmilitaryprocessishorrible. Thank you for your service. AT&T is here to help. We understand that you are being deployed and need help with your account. We do want to help with that. 

In order to work you with properly, we are going to move this conversation to the AT&T Direct Message space. You will notice a chat icon next to the bell icon, in the upper right of this thread, next to your forums profile icon. 

If you do not see the next message right away, please log out of your forums profile and back in. 

Matthew, AT&T Community Specialist