On December *, **** I had my ATT phone number transferred to Verizon for personal reaso...
GetHuman-jerrylj's customer service issue with AT&T from February 2019
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The issue in GetHuman-jerrylj's own words
On December *, **** I had my ATT phone number transferred to Verizon for personal reasons that were out of my control. I selected that date because it was the last day for the contract on my iPad. I received a bill for $**.** in January. I contacted ATT on January ** to find out what I was being billed for due to the fact that my phone number had been transferred to Verizon. The customer service agent asked me my passcode. I gave the agent several different options, none of which were correct. The agent sent me an email to reset my passcode. When I provided the passcode she informed me that she was unable to reset it so the agent sent another email. After multiple attempts, she was still unable to reset it. I was informed that because my account was not completely cancelled, my passcode could not be reset over the phone and I would have to go to an ATT store with * forms of ID. On February **, I was finally able to go to the ATT store where I was told that they could reset my passcode but I would again have to call ATT with questions regarding my bill. Later that day, I call ATT. I was on the phone the first time for * hour and * minutes and I spoke to * different agents. I called back a second time and was on the phone for ** minutes and spoke to * different agents. It was explained to me that because I did not call to cancel service for my tablet, I was still being billed. I explained that I had called a month ago and was unable to access my account and ATT was unable to assist me over the phone because termination of my account was not executed properly. At that time one of the agents said they would waive the charge for this last month but I would have to pay for the previous month as well as the late charges. I asked to speak with someone else and I was told that I could not speak with anyone else in the Loyalty Department and I would be diverted back to the queue. I waited on hold for over ** minutes. I hung up and called back. I eventually spoke with someone that told me because I declined the offer that was made, it was no longer available and I would have to pay the entire bill and all late fees. I have been a customer with ATT for a very long time and as I stated, I had to change carrier’s due personal reasons that were out of my control. I would very much like to have the entire bill waived at this time. I take responsibility for not calling to cancel service for the iPad. I mistakenly assumed when the mainline was transferred, there would be no further reason to be billed. Thank you for your consideration.**Sincerely,*Jerryl James
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