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AmbitiousCat01's profile

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Monday, November 28th, 2022 1:31 AM

Husband’s ATT Account Needs to be Cancelled

My husband had switched from Sprint to ATT due to the recent “Free iPhone 13 on us” offer in the Summer earlier this year. Long story short, the customer service associates had messed up the address where the phone was supposed to be sent to and that resulted in them opening a second account that was supposedly “closed” at the end of the whole ordeal. 

Fast forward to now, ATT now is randomly sending him bills for $999.99 for an account that was supposed to be “closed” due to wrong information.

He contacted ATT again, through the customer service hotline, asking why his account hadn’t been closed and they had told him to write a letter to ATT asking them to close the account since they couldn’t do it.

It has been two months since he sent the letter and he got five different bills from ATT about the $999.99 statement about the closed account.

Is there any way the account can be closed? There is not a phone tied to the “closed” account and he has a current account that he makes payments on regularly and on time. The customer service was a hassle to get through and to be quite frank, no one spoke English enough to know what was actually going on. The customer service reps just read through a script and don’t really help. Is there someone we can actually talk to that has authority to close the account? Please let me know!!! Has any one else had this issue before??


ACE - Expert


30.5K Messages

2 months ago

Your husband (the account owner) must call AT&T. At the voice prompt say "cancel" which should route him to the department he needs to address this issue.

Customer service said they couldn't cancel the account and he had to write a letter? That agent was clueless, or if was in the cancellation department told quite the lie to avoid a cancellation on their stats.

ACE - Sage


104K Messages

2 months ago

You can also have your husband file a Better Business Bureau complaint or an FCC complaint. It doesn't matter which one the result is exactly the same. The routine complaint is sent back to AT&T upper management and someone will call him. You cannot resolve this for him. 

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