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

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:

• Upgrade your device online
• Make an appointment at one of our stores
• Swap to a different compatible 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. 

@ATTHelp 

@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

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

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 

@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.

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. 

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 

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

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 :(