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4 Messages

Sun, Feb 16, 2020 4:46 PM

Is there any way to contact AT&T about virtualprepaidminutes card recharging problem

I am trying to recharge a Navy Ship to Shore virtual prepaid calling card for my deployed family member. I keep receiving this error. I have double checked everything. I purchased the $20 card and tried to recharge it to take advantage of the 25% more promo that ends today and it automatically gave me the error on my first attempt. I tried a couple of times and now I have 4 holds for the amount on my bank account but none of the purchases went through. I need to have this issue resolved immediately; however, it is INFURIATING that there does not seem to be any sort of Live Customer Service for these types of calling cards.

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Brand User

Administrator

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8.7K Messages

3 months ago

Hello, @HelpPlease21,

 

Thanks for reaching out. For assistance with AT&T Virtual Prepaid Minutes, please following the preceding link. You will need to click on Support Center in the upper right hand corner.

 

Have a great week.

 

James, AT&T Community Specialist

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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4 Messages

@ATTBusinessForums I have been to that link and it does not address my issue. I have also called 611. They said it was an online purchase issue and transferred me to online customer service. Online customer service said they only deal with orders for devices and plans. They told me to call 611. 😡 When I told them that 611 sent me to them, they put me on a lengthy hold and kept coming backing saying they were trying to find someone to help me. Then they hung up on me.

So I ask again. Is there ANY LIVE person that can assist me with this??

New Member

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4 Messages

That link is not helpful. I’ve been there and it does not resolve my issue. I have also called 611. They said it was an online purchase issue and transferred me to online customer support. Online customer support said they only deal with device and plan orders and instructed me to call 611. 😡 I told them that 611 is who transferred me to them. So they put me on a lengthy hold to go and find someone to help me. Then they hung up on me.

So I ask again, is there a LIVE person that can assist me with this?

New Member

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4 Messages

3 months ago

The link posted by the ATT employee below is now helpful. It does not solve my problem. I have called 611. They said it was an online order issue and transferred me to the online customer service. Online customer service said they only deal with devices and plans and they said I should call 611. 😡 I reminded them that that is who sent me to them. I was placed on a lengthy hold while they “tried” to find someone who could help, and then they hung up on me. They did not attempt to call me back.

Why is it so difficult to get assistance with this??

Brand User

Administrator

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8.7K Messages

Hey there @HelpPlease21!

 

Allow us to assist with refilling your AT&T Virtual PREPAID Minutes. Simply visit the link provided in the previous reply, hover your mouse over the banner Support Center and choose Frequently Asked Questions.

 

Next, make sure to follow these instructions.

  1. Scroll down and select Prepaid Account Setup and General Troubleshooting.
  2. Then open When Trying to Place a Call, I Received a Message Indicating my AT&T Virtual Prepaid Minutes are Not Active and The Call Would Not Go Through. What to Do?
  3. There, you'll want to click and submit an Inquiry to Customer Care. Make sure to provide the requested info as instructed.

A Customer Service Representative will contact you as soon as possible. Be sure to visit the other roll-outs which should help answer many of the questions you have.

 

We hope this info helps.

 

Lar, AT&T Community Specialist 

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.