A year ago I moved 200 miles finding my AT&T cellphone had no service at my new residence. Elsewhere, OK, generally.
Of no use at my house.
Talked at length to a service rep,, discussed the roll-over available balance on my pre-paid plan (over $300) got some sympathy and then what turned into a line of bull**** ....that they would refund that money, etc. with rep providing reference numbers, his name, etc ... but when it was all over I got no refund and no one at AT&T had any knowledge of what my 'official' reference numbers, etc. even meant.
They walked away with my $300 and I cancelled my service.
Trying to reach these people via their website is an exercise in total frustration as category after category is baited with a supposed 'chat line', once you are there the message is:
There is no chat available for that section, etc., etc., etc. What an outfit!