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lannlawson's profile

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Mon, Jun 27, 2022 7:36 PM

Same problem continues with refunds to a prepaid Mastercard.--I have been reading that this has been going on for 2 years at least

I was unable to activate my card online, but called the number on the card and successfully activated it.  Now I want to register it but it's not working online either.  Customer service said they could send me a paper check, but I have had problems with the mail too, so that's not a good option.  After at least 2 hours and at least speaking to 5 people, one person at the customer service said that it may take a couple hours after activation for the registration process to work.  That made the most sense of all, but I am furious that ATT chose this way to refund my money.  They could have at least asked me how I wanted to get the refund. They must be getting a kickback from Mastercard.


Community Support


195.9K Messages


Hey there @lannlawson. Thank you for reaching out to us about your recent experience with your refund. We wanted to reach out and provide a bit more information regarding how refunds are processed and what other options you have at this time.


In certain situations, refunds are issued as a Prepaid Mastercard by default. For example, when an account is disconnected early. Once the card has been issued, our options for adjusting the method of refund are much more limited, as the funds have already been distributed. We hear you regarding how you wanted more input on how to receive this refund, and we will submit this feedback and work to raise awareness of this.


You mentioned having trouble with the mail, however if you were more interested in having a paper check, you can log in via the website or call the toll-free number on the back of the card to request the funds be issued as a paper check or as a direct deposit into your bank account via an ACH, or Automated Clearing House, transfer.


Please let us know if this information was helpful, and we appreciate you working with us.


Wesley, AT&T Community Specialist

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