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nascat's profile

New Member

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3 Messages

Wed, Jun 29, 2022 7:23 PM

auto pay being billed after phones deactivated, Mother is 98 and dementia, no passcode, no online acct ever made

I am trying really hard to get a refund for my mother, the Phones were deactivated in Feb, last usage was March. Auto pay is still being billed. Mother had no online presence, so no passcode, even  if she did, she could not remember it.

I have The SS @# used to set up the account.  I was able to cancel the service after 4 months of trying. I am now trying to get the refund for 3 months of auto pay billings and again  am getting the ATT runaround!!  the say no refund because it was only just cancelled June 25!!  Of course!!  No one would or could help me on the phone. Had to gather Death Cert, Power of Attorney paperwork and fine a Corporate shop.  They were able to cancel, but now they are giving me the runarounds again!! OMG they just hung up on me after 40 minutes of this (Edited per community guidelines)!!  My mom is owed 3 months of payments for services NOT rendered. 

MicCheck

ACE - Expert

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11.7K Messages

2分前

Obviously, the phones weren't deactivated in March. you weren't able to provided required documentation until June (and I'm a little confused you have a death certificate and a POA...is the woman alive or not?)

If you file a BBB complaint, someone from corporate will call you. They should have the power to issue refunds for prior months service. Obviously, they don't have to, but given the circumstances, I have a feeling they'll help out. 

New Member

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3 Messages

1分前

It took me awhile to get all the documentation needed, mom does not live near me.I have to fly back and forth. She is unable to help.

One of the 3 phones was still active until March. These were the old 3g flip phones, they said they would no longer work with the 5 g . All we know is they  or I could not use them to get text to even attempt to set up an online account to cancel!!  Phone no longer worked, no new phones purchased. One smart phone sent, could not use, turned it into a pre paid. Mother is alive, the account is under my deceased dad name since forever. Mom made no change after he died in 2012.

Anyway, I am now to get a pass code from the corporate store and then call back customer service. Me running around again!!

BBB will be my next stop if nothing comes from my next efforts!!

Whew!!!

(edited)

ACE - Sage

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98.6K Messages

1分前

Just an fyi, even without usage, AT&T prepaid does not refund. You're only hope is someone who is compassionate enough to see this a different way. 

New Member

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3 Messages

1分前

Hi there the prepaid phone is not an issue. That was just something we got to  let my mother get by with a phone. She does use that phone and we pay for that. No problems there!! We’re just concerned with the billing on her previous account were no phones were active. 

(edited)

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