The family of an 86-year-old AT&T customer says a $350 bill contradicted support's assurances that his account was canceled and he could keep the phone.
After an unsuccessful attempt to challenge the charge, the customer's child turned to Reddit for help.
Here's what to know
The phone number at issue had been the father's for more than 50 years. In a post on Reddit, his child said he was persuaded to move it to AT&T wireless after his landline was decommissioned.
The family sought support's help to close the account and move the number to his iPhone because he had struggled to use the replacement phone.
"The agent said it was all set, and to keep the phone," the original poster wrote.
Support cited an expired grace period when the family called about the $350 bill, saying they could no longer cancel without the charge.
TCD Picks » Quince Spotlight
💡These best-sellers from Quince deliver affordable, sustainable luxury for all
The call ended without an adjustment.
More background
The discussion focused on whether the $350 charge was for service, the phone, or a combination of both.
One commenter suggested that keeping the device could explain the charge. In that commenter's view, transferring the number out should already have canceled the account.
The original poster responded to share that they thought the bill might cover both the device and other charges, citing Walmart listings of more than $200 for unlocked versions. In that reply, they identified the replacement phone as a Samsung A17.
The thread did not establish the bill's itemized charges or the applicable return terms. It also included no response from AT&T explaining the discrepancy between the two support calls.
What can be done?
A commenter pointed to the record of the initial support call as something AT&T should review, since the family says cancellation was confirmed during that conversation.
A supervisor or loyalty team could be the next stop if necessary, the commenter suggested, with the family seeking credits for charges incurred after the cancellation date.
Another part of the commenter's advice was to keep a record of every call's date, time, and the representative's name. If attempts to resolve the bill failed, they recommended an informal billing complaint to the Federal Communications Commission.
"If it is the phone, ask AT&T whether returning it now gets the charge reversed. Non-return fees are often credited once the device is checked in, sometimes even when it's late, so ask them to confirm and note the account before you send it. Use their return kit or a store, and keep the receipt or tracking number," the commenter wrote.
Responding to the advice about escalation and a complaint, the original poster wrote, "Worth a shot, thanks!!!"
Where can I learn more?
Other families have also struggled to cancel service or resolve unexpected bills for older relatives. These stories cover billing disputes, phone service cutoffs, and the search for more affordable plans.
• An Alabama family considered plans under $10 after their 90-year-old mother's $32 flip-phone bill.
• A T-Mobile customer switching five lines said a quoted increase became a $239 bill.
• A family said Sky ignored repeated cancellation requests while pushing costly packages for their ill father.
Get TCD's free newsletters for easy tips, smart advice, and a chance to earn $5,000 toward home upgrades. To see more stories like this one, change your Google preferences here.
