Contributor
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2 Messages
death of an account holder
Mother-in-law passed away after being moved to an assisted living facility 2 weeks prior. AT&T instructed me to return Uverse and internet equipment and they would pro-rate the account. Once paid the account would go away. So what is the holdup? Her passcode passed away with her!! When I called customer service they told me to go to an AT&T store. How do I know I won't hit the same stone wall? And the the latest bill shows 42.00 is due NOW for the next month's service. They wouldn't even tell me if they received the equipment I sent back. And no one will give us instructions on how to take care of this!!!!
Anonymous
1.9K Messages
9 years ago
I know it's hard dealing with all this on top of losing a loved one. When my Father in Law passed away my wife and I ended up using the death certificate to cancel services he had. Utilities, his rental unit, TV service, etc. Once we provided that to them all went smooth. My wife tried calling and ended up with the run around from everyone. Once she emailed or faxed the death certificate things were cancelled immediately.
Try that.
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JefferMC
ACE - Expert
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36.9K Messages
9 years ago
I am sorry for your loss.
You mostly likely will hit the same (or worse) stone walls at the AT&T Store.
Since you do not know the access code, you'll probably need a Death Certificate, and Letter of Executorship.
Before you go all incredulous, back up and think if your worst enemy decides to play a trick on you and cancel your U-verse service. He doesn't have your PIN, so... he says he's your son and is the executor of your estate. Yes, people do that.
I'd suggest you start by clicking this Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your cancellation request. You can expect a reply via return PM (the blue envelope in the upper right hand corner of this site, next to your avatar and name) in a business day or three. You can speed things up by including your name, Billing Account Number and the best way and time to reach you. Also include what you've stated above and see how they suggest you proceed. They may well can take care of it if you can produce the information elecronically for them.
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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jcadw55
Contributor
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2 Messages
9 years ago
Good point by previous poster but like everything else the past holiday has delayed those 2 documents. I pray they won't ask for executorship since that's in the hands of a vacationing attorney. And I sense further headaches when AT&T bills us for the next month even though they have the equipment. We did request a pro-rated bill but I'll bet the farm they demand a December payment with late fee.
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