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httpantwon's profile

New Member

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18 Messages

Saturday, June 4th, 2022 4:09 AM

AT&T Won't Release My Equipment Installment Plan Agreement

I switched one of my lines from AT&T to T-Mobile on Thursday, June 2nd, 2022. Switching to T-Mobile, I also wanted to take up one of their CarrierFreedom deals, where a customer switches to T-Mobile and they reimburse them for what they paid off from their previous carrier. One of the requirements is that the customer has to capture a screenshot of the current device plan balance, which includes the Equipment Installment Plan agreement (EIP). As soon as somebody switches over to another carrier, AT&T has their system set up to delete any history of the line as if it never existed in the first place. That includes access to the EIP agreement pdf. I tried contacting AT&T several times about the issue, they “promised” to help me but it ended up with them refusing to give me access to the PDF, and they have the audacity to say that they archived the contract. How can they do this over me asking something so simple? This is really how they treat their loyal customers. This is a violation of my rights and I will not tolerate it. 

ACE - Expert

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23.9K Messages

2 years ago

You lose access to the account the minute you cancel most times.  All the carrier do it.

ACE - Expert

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32.1K Messages

2 years ago

When an account is canceled the online access is disabled. This is normal with practically all carriers. You would have needed to obtain the information before you switched.

This is not a violation of your rights. Simply you waited until too late to get the info you needed. If over the phone they don't have an option to email a copy from your account, then perhaps a BBB complaint which hits the corporate level might produce a result.

Former Employee

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32.9K Messages

2 years ago

How loyal are you when you leave? 

New Member

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18 Messages

2 years ago

@Juniper Transferring to T-Mobile is not waiting too late. I still acted fast right after I transferred over. Regardless, whether my service was cancelled or not, it doesn't change the fact that I had an Equipment Installment Plan agreement. So how is it that I can't access it when I pay my device off? How is it that it automatically gets removed when service gets cancelled? A company can't just act like a contract never existed when it's done with.

New Member

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18 Messages

2 years ago

@Constructive Try years. But how is that relevant to my issue? 

New Member

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18 Messages

2 years ago

ACE - Expert

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32.1K Messages

2 years ago

@httpantwon 

Transferring over is canceling. That is why you should have accessed the account for any such documents before you did so. They already provided the paperwork for you. There is no obligation they leave your account access open after the fact so you can review over it when you decide to.

But as it would expected to be archived, you first try calling to see if they can email a copy. After that would be the BBB complaint in try and get the corporate level to provide it.

As for the relevancy of the post by @Constructive well you had commenting on this being how they treat loyal customers and they were pointing out that by canceling you were no longer a loyal customer.

New Member

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18 Messages

2 years ago

@Juniper @Constructive Then y'all have different definitions of loyal. Because in my definition, loyal doesn't mean stay with a carrier until you die or stay with a carrier after the way they have repeatedly treated you. I went ahead and filed a complaint. I know it's gonna take at least a week to get a response back

ACE - Expert

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32.1K Messages

2 years ago

To put it simply, cancelling is giving up your loyalty. The are not going to help you start with another carrier or get promotions with them. And it is standard in the industry (other service industries as well) to shut down the online access upon leaving.

Hopefully that complaint results in getting a copy of the document you require. I would suggest in the future to at least save a local copy of such things or print out the most important ones instead of relying on the service provider to provide direct access to it at any time.

ACE - Sage

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117K Messages

2 years ago

The same thing happens if you cancel a line, or move a line between two AT&T accounts. The history disappears from the account the number no longer resides with. Doesn't matter which service provider you use they all work the same

Balance of your installment agreement on the ported line will be on your next bill. 🤦🏼‍♀️

A few years ago when every carrier was offering $650 to switch this was a regular occurrence. 

The only odd thing about this is switching one line, not all lines.  If you switch all lines it would generate a paper bill as your final bill, because whenever you cancel all of your wireless service with any service provider you lose access to your online account.   Because you removed  the line from their Network that was connected to your user ID.  

This isn't rocket science, but it does mean thinking ahead before you do things. 

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