New Member
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8 Messages
SCRA Nightmare
Not only did I turn in all of my paperwork and call to notify them I was being deployed, I walked INTO a retail store and told them to make the note of this on my account and someone STILL neglected to pause my account! Now I am stuck with a phone that’s off, my grandmothers phone is off and cancelled installment contract! They won’t report it to collections as an error!
Accepted Solution
ATTHelp
Community Support
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231.9K Messages
2 years ago
Hi, janiyahwalkerreid! This isn't the experience we want for you! We see you were trying to suspend your service due to being deployed.
You mentioned that your service/account was cancelled, at this time the best method available to help inquire how to get the charges on your account reversed will be to contact collections.
You can reach collections at 1.800.947.5096. Please give them a call to help reverse the charges on your cancelled account if able.
We hope this information helps!
Please let us know if you have additional questions.
Thank you for your service and for visiting the AT&T Community!
Jonye, AT&T Communiy Specialist
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Accepted Solution
ATTHelp
Community Support
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231.9K Messages
2 years ago
We're sorry to hear that, janiyahwalkerreid! We really want to provide you the assistance needed to get this worked out!
Once a customers account has been cancelled due to a past due balance, the account is turned over to a collection's agency. From that point they take over and will address all concerns in regard to the closed account such as your current experience. So it's very important that you continue to contact them. We recommend reaching them at a different time on a different day from your previous attempts. We understand this is not your fault and apologize for the inconvenience that has been brought upon you!
Thank you for returning to the AT&T Community!
Jonye, AT&T Community Specialist
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MicCheck
ACE - Expert
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14.3K Messages
2 years ago
Nothing you did if a step in getting your service canceled because you're in the military.
Follow the instructions here: https://www.att.com/support/article/wireless/KM1046235/
There's contact information at the bottom, as well.
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formerlyknownas
ACE - Sage
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117.4K Messages
2 years ago
Yeah I suspect the problem is you tried to suspend service which is not what you're supposed to do for military.
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janiyahwalkerreid
New Member
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8 Messages
2 years ago
I have tried already that process, I have called ATT collections and the collection company (third party) they sent the bill to. They are ignoring it and choosing to violating the law instead.
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janiyahwalkerreid
New Member
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8 Messages
2 years ago
I was told by the collection agency that someone from AT&T needed to contact them and notify them that the account was placed in collections in error.
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MicCheck
ACE - Expert
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14.3K Messages
2 years ago
If you stopped making payments, then it wasn't placed in collections in error. You need to find someone at AT&T willing to forgive the outstanding balance. Assuming grandma wasn't deployed as well, why didn't she continue paying for her portion at least?
You can use the contact information in my previous post to contact that military support team or file a BBB complaint, which will get you escalated to corporate. That's only way you'll have service restored.
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janiyahwalkerreid
New Member
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8 Messages
2 years ago
It was placed in collections as an error because I informed AT&T weeks before hand to place the account on a military suspension because I was going to be deployed. They are violating the SCRA. I exhausted all of my options someone, somewhere didn’t do there job and Im being penalized for it.
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janiyahwalkerreid
New Member
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8 Messages
2 years ago
I pay my grandmothers bill that’s why she didn’t “pay her portion”. Now I did tell her to call AT&T because she was complaining that they were sending in bills but she’s also 72 and disabled…. I was only gone for 3 months.
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Constructive
Former Employee
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32.9K Messages
2 years ago
There is no military suspension it’s a cancellation of your line which allows you to unlock your phone and they hold your number until you return. Suspending your phone does not stop the billing
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