Impossible to cancel service. What a scam

@Editman323   Before you make any rash decisions, send a Private Message to ATTUverseCares    . <-  Click on link.  Include all pertinent information on your mom's account.

Watch the white envelope at the top of this page for a reply.  Give them 3-4 business days.  They've been known to solve problems that others could not. 

Good luck.

Put yourself in their position:  You could be an angry neighbor who is trying to wreak havoc on a poor lady who spends all day watching TV and talking on her phone.    Somehow they opened a bill out of her mailbox and go her account number.  The PIN is for her protection.  It's proof that you have authority to make changes on the account, just like the PIN for your ATM card.  You know your situation; the CSR doesn't.

As skeeter suggests, send the PM.  I'm sure there's something @ATTU-verseCare can do to identify that you should have access to your mother's account.

I understand that.  That's why I offered to give them how long she had service....her social security info. Her new address....my wife info.....my call back....my att account number....anything at all.   The prob is they said they can't even access her account without the code.  If you went across America right now and asked any 80 year old with att what their code is on their account they would be clueless to what you were talking about.  I was able to cancel her electric service in five mins.  I was able to cancel the rest of her lease at her apartment with one phone call with a "thank your mother for her business and we hope she does well".  And then att solution of take my mother to an att store with her ID to cancel was just stupid and heartless.  How come I can an sign up for att service by phone and pay bill with out a code... I can actually even increase my existing services without the code as well.  Is that would be something you could do to neighbor too I guess.  My point is they never even tried to offer a soulution just kept saying the same thing over and over   We need the code. We need the code....although they did offer to send the code to her phone.   A land line

Just send the PM to the link provided and see where that goes.

FYI:  When my mom passed, my brother was in charge of cancelling the utilities at the house.  I can't remember which one it was (cable? electricity?) but when they said "we can't cancel that" my brother said "FINE...but don't bother sending anymore bills because we're not paying them!"  What did we have to lose since none of our names was on the account?

I'll assume they cancelled the account since it was never brought up again. 

That's what we did but didn't need an attorney to tell us that (DD#2 has since become an attorney ).

It seems a lot of folks are having trouble cancelling a service with AT&T.  PM me if you haven't gotten this resolved.  Cheers, David

The 4 digit code is only newer since they didn't even create mine until this year so they're probably lying about her even having one. It's much easier to say they can't help you than it is to actually help you. They'll steal all the money they can get apparently. Good luck

[Please keep it courteous.]

---

@WorstinUniverse wrote:

The 4 digit code is only newer since they didn't even create mine until this year so they're probably lying about her even having one. It's much easier to say they can't help you than it is to actually help you. They'll steal all the money they can get apparently. Good luck

---

Incorrect.  There has always been a 4 digit passcode/PIN.  Postpaid, prepaid, Verizon, T-mobile, etc.  ALWAYS.  I had to use mine to leave Verizon, to add a line, to cancel a line.  

The default was the last 4 of the SS#.  2 years ago ATT sent emails and text repeatedly asking us customers to create a unique PIn code as the SS# is too easy to find out.  

We are having the same issues. We have called numerous numbers and spoken to many people over the last two months trying to disconnect service for my sister. She has moved, sold her house, returned all direct TV and internet equipment through UPS, yet we are still receiving bills for landline, internet, and long distance services for that number and address. Somehow, they have updated the billing address - but continue to send bills for a service we have requested be to cancelled over and over. At least three different people have assured us, the service is cancelled, yet bills keep comong. My sister is dying of brain cancer and no longer understands what is going on. Does anyone know how to take care of this besides just not paying the bill?

@Rhea4tanya

You would need a power of attorney to cancel for someone else.

https://www.att.com/support/article/wireless/KM1113355/

She was with me talking to the customer service rep. Still no help. 

I’m sorry to put you through more nuisance.  

I suggest you file a BBB complaint and if that doesn’t get the job done, contact your local news that does consumer help.  

Its disgusting that anyone, least of all a sick woman cannot get her service cancled on request. 

I hope one of these gets it done.

I am going through the exact same thing. My father is 82 years and we had to move him into a memory clinic with dementia. I have POA. The effort to cancel over the phone was told they cant do it b/c the number is ported and need the pin. I went to the actual payment center in person with a copy of my POA and told them to cancel. I was there over an hour and they did reset the pin. I was told the port would be canceled, then the account will be canceled, and I asked for ref#'s & they gave me... *** and Case# ***. The account did not cancel and my mom and I still receive the bill. I went there in person a second time with my POA and we went through the whole process again. Round two: I was told the port will be canceled and then the account will be cancelled within 10 days & given ref# ... *** by AT&T rep at the Livermore CA payment center & told I will receive a text when cancelled .... I received no text, but we did keep getting the bill - now two months past due &  I refuse to pay this any longer. Also, I am not going back to the payment center - there's no reason to. Bottom line: it is an AT&T phone, an AT&T account, and an AT&T bill....AT&T should be able to cancel it and override any 3rd party vendor porting. AT&T you have all the ref#'s NOW Cancel this bill *** !!!

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

@Kwilson44

Im confused about the port request?  Who, how?   It sounds like the number was being ported to a different carrier, which means ATT lost control of it.   It you’re still getting bills.

I suggest you file a BBB complaint so that they will call you rather than chasing your tail over this nonsense.