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Tuesday, November 22nd, 2022 6:36 AM

How do I handle ATT not canceling my second line as requested, and keep charging me.

Around Sept I called att to upgrade my plan, at that time customer rep informed me that I can have a second line and double the data, I was not very clear about how the new line will cost me money.  Rep also said he will waive my $30 charge.

I call customer service when I saw my bill have charged for the second line and $30. A $163 bill. I was okay with paying for the line as it was my mistake, so I asked them to cancel the second line.

I was transferred to the Loyalty department, where I explain the issue and waited for 55-plus minutes with the rep, she was nice and helpful, and said she is waiting for authorization and she will send me an email when done.  that email never came.

I checked my account and saw my second line is still there with a "suspended" status.

I called and explain the issue, the time customer support person was very nice, and he said this is all taken care of.   

Now in the second month, I am seeing the charge for the second line. I chatted with customer service after all the basic question customer service asked me to call Loyalty only on the phone line.  

I am planning to call again when I have free time,

I am looking for input from this forum -- Is there any other way to cancel the second line. Also, How do I track that I have chatted and called multiple times for my record, in case I have to escalate this? 

They did not give me any confirmation number or email acknowledging I called. 

This was very frustrating, I have been customer for 13 plus years, and I feel ATT service does not care about loyal customers.  

ACE - Sage


116K Messages

1 year ago

Call again. There is no other way to cancel. 

When you reach the loyalty department tell them that you requested that second line be canceled not suspended. Tell them you want it retroactively canceled back to the date when you asked for it to be canceled, and they only suspended it.

FYI... more services or goods cost more all the time. There's no way to get more of anything and have it not cost more $.

That's not how anything works.

Single scoop of ice cream $3. Double scoop of ice cream $5, etc.  It's how business make profit. 


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