How to Cancel AT&T Phone Service
AT&T, one of the largest landline providers, is usually helpful when you want to cancel your service. Whether you're planning to just use a cell phone or are switching to another provider, you'll want to cancel your AT&T service first to avoid paying two bills. You can ensure the cancellation process goes smoothly by taking some preparatory measures and being direct with the representatives.
- Difficulty:
- Easy
Instructions
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1
Make sure you're current. Send in any payment necessary to bring your account balance to zero, and let it clear before you call. AT&T will not usually let customers with a balance cancel their service. You are billed one month in advance (January's payment covers February's bill) so you'll have a credit, not an accrued balance, if you cancel as soon as the payment has cleared.
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2
Find the customer service number and call. AT&T has different numbers for different regions and services. Your customer service number will be listed on your billing statement. Follow the menu options until you can speak to a general representative. Tell the rep you'd like to cancel. You'll probably be transferred to the AT&T customer retention department.
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3
Refuse any offers. The AT&T "retention team" usually has special promotional offers and services for customers who are attempting to cancel. Politely decline any offers, and gently insist that you want your service canceled.
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4
Record information from the conversation. Include the time and date, the name of the representative, the "rep ID" of the person and the confirmation number provided. If the representative does not offer it, ask about any refund you may be due, and record the amount.
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5
Use the information. If there are any problems with your cancellation, use the information you collected in Step 4 to fix them. AT&T representatives are required to keep detailed accounts of conversations they have with customers. If you're able to provide the representative's name, ID and the date and time of the call, you'll be much more successful in resolving any disputes that arise.
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Comments
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I am in Memphis, TN. When my wife and I attempted to leave Comcast at the end of our 1-year trial period, and go to AT&T, we were forced to pay a $125 "advance deposit", which we paid. We were given a date when our phone and DSL would be "activated", even told that technicians would arrive at our location and do this work, however that day came and went. Days went by, and still no activation, and then it was a week, after which we cancelled the installation and demanded the return of our deposit. We have been trying all day to get DSL Division, Billing, and Customer Service to get a return label to us so that we can return the modem and related equipment, but have had no luck, other than told that a return authorization label would be sent "within 48 hours of the next business day."as much as we hate it, we have had to go back to Comcast.
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I am so sorry for the time involved with all the transferring around...I hope you got everything handled with AT&T after the time you have invested. Have a good evening.
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Janet Ford maybe not everyone at AT&T knows the guidelines because I can tell you after checking the minutes on my phone for all the calls I was on the line with them for over 2 hours yesterday and yes there was a balance that they required to be paid first and they had to credit half of the bill for erroneous charges they charged. I'm still in the AT&T family with the cousin companies whose customer service always handles problems quickly and efficiently. I don't know if the landline has changed much in the last year, but I've had nothing but issues with them and as I said, I was a 25+ year customer. Maybe they need to let the reps handle problems even if they take a little while. That is probably why they kept transferring me from one dept to another.....
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Missy I'm glad the internet and wireless service is good. The company has opened up ofcs outside the southeastern region to handle calls for the southeast customers...so when you call, you may or may not get a rep in the southeast...I feel we are the best reps ofcourse =-) but as times change, so will the company. The next time you call, I hope you reach a rep in the southeast. Many reps are on forced overtime..working two additional hours at the end of the day and some come in to work on their day off too..so the most cheerful time to call would be 8am Eastern. =-) (except Mondays)
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The number for customer service is on every AT&T bill. Hope this helps.
