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GR_2022's profile

New Member

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13 Messages

Sat, Jun 18, 2022 2:27 AM

Closed

Prepaid account cancelled; phone number lost; balance all gone; refund request refused, unacceptable!

My AT&T Prepaid account was cancelled on May 31st 2022 without any earlier notification. The expiration date is April 2023, just refilled $100 for the extension. The phone number was also lost by AT&T. All my balance ($721.84) are lost. Call the costumer services and stopped by the corporate stores many times, no progress so far. Got the final refuse message tonight by one support, not acceptable.

Also by following the instruction from one agent, to stop by the store in Hoboken (106 Washington St, Hoboken, NJ 07030) around 7PM, two employees refused to provide any service because they want to close the store earlier, although the close at 8PM is clearly marked in front of the door and listed on the website, it is terrible.

I could not figure out if I did anything wrong, if any, just trust the AT&T service. Not sure if there will be any progress by sending here, if not, I will try my best by all means from internet to remind any one who plan to use or who are using AT&T services, they need to pay more attention, otherwise they may have similar experience as me, pay the service but suddenly the service stops, all money are gone, it is absolutely cheating, not acceptable.

Rich

Accepted Solution

Official Solution

ATTHelp

Community Support

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195.8K Messages

2分前

Hello @GR_2022, we're happy to shed some light on the 3G phase out.

 

We understand the importance of staying connected. We’ve phased out our 3G network starting February 22, 2022. Customers still using 3G devices we're contacted via Email and Text message with additional information

 

We’re making make room for an even better network. Beginning April 20, 2022, select consumer postpaid/prepaid impacted customers were notified they would be disconnected beginning May 3, 2022.

  • Beginning May 3, 2022, 3G and non-VoLTE prepaid customer account cancellation started taking place. For customers with devices not on the compatible device list.

Prepaid customers will need to upgrade to a supported device that will work after 3G shutdown. Talk and data services will only work for AT&T Wireless phones and devices that support at least 4G LTE and HD Voice. Here’s how you can replace your device:

Since we shut down the 3G network, there won't be data or voice service for devices that don’t have at least have 4G capabilities. This means that while some device features might still work, you won’t be able to access our network unless you upgrade to a newer device.

 

Don’t want to replace your phone? Make sure you cancel any lines you don't use. For questions in regard to balances and refunds on Prepaid accounts reach out to the Prepaid support line by dialing 611. We're here if you have any questions. Thank you for reaching out to AT&T Community Forums. 

 

Alasani, AT&T Community Forums. 

New Member

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13 Messages

2分前

New Member

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13 Messages

2分前

@ATTHelp Thanks for replying, actually I did not receive any notification from your company at all. Your company did not fulfill the responsibility to assure your client received the notification before closing their account with large balance.

Also I do NOT think it make any sense to close my account by the reason of device, cause I purchased the number to use your services, if you plan to stop the service on those devices, totally fine, it is definitely no problem to just upgrade the phone, but that is not the excuse to cancel my account and number since that is what I paid for. For instance, if some day a gas car will not be allowed to drive on the road, people can simply use a new energy car, but it makes no sense to revoke their driver license, make sense?

Also 611 does not help at all, that's why I posted here after two weeks back and forth between customer services and the corporate store, if no one can help here for the refund, I will try my best to remind everyone to learn from my case about how AT&T was cheating their customer.

Rich

(edited)

New Member

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14 Messages

2分前

I just had the exact same thing happen on the prepaid number for my mom. I checked my email and my mom’s cell phone for text messages - no notification and nothing in the mail. 

Rich - we can’t be the only ones. this feels like a great (Edited per community guidelines) (Edited per community guidelines). I have some contacts so I’ll reach out to them to see if we can build a case. I have been paying $100 on Dec 31 each year so my 86 yr old mother can have an emergency phone line. no problem until now and I have $90 remaining. If we don’t do something they can just rip people off all the time without notifying paid customers.  Becky

(edited)

New Member

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14 Messages

2分前

and I spoke to three prepaid customer service people today while sitting in the ATT store so the two  associates heard everything because i was on speaker.  

1 person said “ if you put the sim card from the non 3G phone into a 4G or higher phone and call us back we can reactivate your new phone with the same number and apply the balance “. we got cut pff so waited in queue and second person said cannot reactivate AND your balance is not refundable. so i requested a manager who then confirmed paid money gone. cannot reactivate. and kept saying there was notifications which there wasn’t a single one. no email, no text, no mail, no phone call    this is like a con job 

Juniper

ACE - Expert

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30.3K Messages

2分前

@GR_2022 

Be aware this is a public forum. You have posted your account number for the world to see. If still within time, edit that out of your post.

Constructive

Employee

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28.7K Messages

2分前

Odd AT&T has been announcing this for almost 3 years it was also all over every news agency in the country it was all over the radio as well. 

New Member

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14 Messages

2分前

i am not a news junkie nor do i watch commercials or listen to radio with commercials ( satellite, spotify)  .  So this argument that a large multinational publicly held company could get away with “they’ve been talking about this for years so you should know” doesn’t fly. when a financial services company changes their terms they have to notify customers DIRECTLY ( especially if they have their email, phone, address) and cannot say they changed the rate on their website and advertised it on TV so we’re good.   kinda ridiculous argument 

Constructive

Employee

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28.7K Messages

2分前

Look at your past bills. For the past 6 months every bill I got stated it was going to happen. 

New Member

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14 Messages

2分前

prepaid means prepaid. no bills. just an annual 1 time purchase that i did receive an email receipt for on dec 31 each year that they were happy to take my money but when they wanted to steal my money no email :( 

ATTHelp

Community Support

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195.8K Messages

2分前

Thanks for reaching out to us with your concerns about the status of your prepaid account and not receiving the notification regarding the 3G Sunset @becprepaid. We apologize if you did not receive the notification regarding your account. 

 

For questions in regard to balances and refunds on Prepaid accounts reach out to the Prepaid support line by dialing 611 or call 800-910-9878 from another phone.

 

We're here if you have any questions. Thank you for reaching out to AT&T Community Forums. 

 

TT, AT&T Community Specialist

New Member

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13 Messages

2分前

@ATTHelp As I already mentioned earlier, 611 does not help at all, that's why I posted here after two weeks back and forth between customer services (611) and the corporate store. AT&T must provide an alternative way to process the refund ASAP, otherwise more and more clients will complaint the same issue like us here. Turns out now, No earlier notification, account cancel, money lost, no refund, it is really terrible, unacceptable!

New Member

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13 Messages

2分前

@ATTHelp @becprepaid Also I do NOT think it make any sense to close my account by the reason of device, cause I purchased the number to use your services, if you plan to stop the service on those devices, totally fine, once clients found the old phone can not be used, it is definitely no problem for clients to just upgrade the phone, but that is not the excuse to cancel the account and number since that is what I paid for. For instance, if some day a gas car will not be allowed to drive on the road, people can simply use a new energy car, but it makes no sense to revoke their driver license, make sense?

Juniper

ACE - Expert

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30.3K Messages

2分前

It may not make sense to you, but this is how AT&T had it setup for the shutdown of the old network regarding prepaid users. With 3 years of notifications across different methods, their perspective is consumers have had plenty of heads up on this.

Sure, it would have been nice if they did it differently, but there was no requirement they do so.

New Member

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13 Messages

2分前

@Juniper well, the truth is clients did not receive any notification, but you claimed to notify for 3 years, really funny how you guys made the notifications, again if the notifications did not assure all your clients received it, it is not a notification at all. It does not make any sense to all people, if you still have common sense. Again, as I said, AT&T can definitely shutdown the old network, but it has no right to close the account. For those clients not upgraded their phone, they just can not use it, but they have the right to still own their account, that is their property, no one can revoke it.

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