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

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

@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!

@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?

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.

@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.

@GR_2022 

...you claimed to notify for 3 years, really funny how you guys made the notifications,

Try reading a little better on the details. This is a public forum. We are other customers who have received those notifications. This is not AT&T customer support. We didn't do anything about those notifications going out.

I agree that AT&T did not handle it well. Unfortunately, it is their right to shut off the account if someone did not become compliant by the deadline. The account is not your "property". You are essentially the primary authorized user of a service through AT&T. They own the service. You pay for permission to use it, but within their rules. Comes down to they did what they are allowed to do, as much as we don't like it.

To make it simple:

Could they have handled it better? YES

Should they have handled it better? I believe so (and I think most do also).

Were they required to do better? NO (regardless how much we believe they should have)

come on, if u were not an employee, how u draw the following conclusion "With 3 years of notifications across different methods, their perspective is consumers have had plenty of heads up on this."?? really funny!!! So please stop commenting and misleading under my topic if you are not qualified to provide such information, again stop misleading!

come on, if u were not an employee, how u draw the following conclusion "With 3 years of notifications across different methods, their perspective is consumers have had plenty of heads up on this."??

Because it just seems logical that when notifications are counting in years, that should be enough time. How many do you need, 5, 10, 20?

This is a public forum, so all of us consumers can weigh in on any topic. If you will only accept answers from official AT&T support, well you already got it with your account shut off. You could try a BBB complaint as that goes to the corporate level to air your grievance but be prepared that your account will remain shut off as AT&T worked within the rules.

At the very least when it is the next change in an era, I hope it is done better with improved rules on the situation. This transition was rough all around.

the question here is at least two clients (apparently more will come) did not receive any notifications, then to discuss "how many years" make no sense at all. Put in this way, if we were received the notification, who will not upgrade their phone to keep their account? My point is if u were not employee, ur not qualified to say "With 3 years of notifications across different methods, their perspective is consumers have had plenty of heads up on this.". First, u only stands for ur self, only u received the notification (if it is the case, can not approve either) does not mean all clients received the notifications; Second, only u think they can cancel the account does not mean that is reasonable and legal, ur just one of the lucky guy, who received the notification, how u can guarantee u will be lucky next time, so just save it. If AT&T can do such unfair thing to some clients, then how u can assure u will not be the next client to be treated unfairly, that is my point, period.