AT&T Company Chat Transcript - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Reference Number: 17176852544333504 DATE/TIME: 2024-06-06 10:47:00 *Your chat transcript:* Good morning! Thursday 11:02 AM [AT&T] : Welcome to the AT&T chat! I'm your virtual assistant. [AT&T] : Select a topic or ask a question. - I have a billing issue - Explain fee or charge - My bill went up [Me] : Cancel my internet account [AT&T] : Do you want to move your service to a new address or cancel it? - Move Service - Cancel Service [Me] : Cancel Service [AT&T] : Let me try connecting you with someone who can get you the help you need. ***Connected to live agent.*** ***Sam???? is here to help!*** [Sam????] : Thank you for contacting AT&T, please allow me a moment to review the reason for your chat. [Sam????] : We're sorry to hear that you are looking to cancel your service, but I can definitely help you with that. May I know the reason for cancellation ? [Me] : Have fiber optic now with MUCH better speed for less. [Sam????] : I can understand your concerns, and that your looking to cancel your service. Let's take a look at your account so I can assist. Could you please confirm the service address of the account you are looking to cancel ? [Me] : 296 Harrill Dairy Rd. [Me] : Forest City, NC 28043 [Sam????] : Thank you for the address. [Sam????] : May I have a tentative date in which you would like to cancel ? [Me] : now [Me] : 6/6/2024 [Sam????] : Thank you for sharing that with me. [Sam????] : Before we move on may I know if john@johnambroseracing․com is a good email to contact you regarding the cancellation and the return of the equipment [Me] : yes [Sam????] : Thank you for the date. [Sam????] : And email. [Sam????] : I will be working on the account, kindly stay with me. [Sam????] : John upon checking the account I am able to see that you are on the highest plan at the area, let me go ahead with the cancellation as I am unable to get you a higher speed. [Me] : okay [Sam????] : Once the disconnect takes place . You will get emailed an AT&T Equipment Return letter within 24 hours. This letter will advise if the equipment should be returned or recycled. What you have to return is the modem/ router/ which is the black or white box. [Sam????] : To return the equipment, simply take the equipment to the nearest FedEx Pack and Ship Center or UPS Store. No need to pack the equipment as the courier will do that for you. All you need to do is to provide them your account number 286232270for their reference and they will then provide you a return receipt with your reference number of the return. [Me] : k [Sam????] : You will continue to receive service through the end of your billing cycle 06/13/2024. Once the disconnect takes place, you will receive an email with instructions on how to return your equipment to your registered email. [Me] : k [Me] : So to make sure, our service is cancelled? [Sam????] : Allow me a moment. [Sam????] : John Ambrose, as discussed • Your service will disconnect by 6 AM on Thursday, June 13, 2024. Please contact us any day priorto your due date if changes need to be made. • You will be emailed an AT&T Equipment Return letter within 24 hours. This letter will advise if the equipment should be returned, or if it should be recycled. • If a return is required, it must be taken to a UPS or FedEx Store with your account number by Thursday, July 04, 2024, or you will be billed $150 per item. • Return equipment items will include: Universal RG. • Any adjustment or credits to your balance, will be reflected within 1 billing cycle. • If your final bill has a balance of $0, you'll receive an email confirming your $0 balance. Don'tforget, you can view your bill details at att.com or through the myAT&T app. You'll have 90 days from the day your service ends to access your AT&T online account. [Sam????] : Could you read and confirm. [Me] : I confirm [Sam????] : Order 8354004468A was successfully submitted. [Sam????] : I must admit that you've been very kind and patient during this interaction, and I truly appreciate your co-operation. Please let me know if you have any more concerns today, I will be more than happy to assist you today? [Me] : That is it... thanks! [Sam????] : You'e welcome. [Sam????] : For future reference, please save this interaction by going to “Settings” > "Download Transcript" option in the chat window or by clicking on “Download Transcript” option that you will get once you click on the “X” button on the top right corner of the chat window. This way, you can review the chat anytime and need not contact us again for the same reason. [Sam????] : Although we have cancelled your service today, please know that if you change your mind, you can reactivate your services in the future. Have a wonderful day. Hope you had a good experience chatting with us today? [Sam????] : Please help me close the chat by clicking the X button on the upper right corner of this chat window. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 2024 AT&T Intellectual Property. All rights reserved. AT&T and Globe logo are registered trademarks of AT&T Intellectual Property.