Reimbursement on deceased account

You can not cancel service via email, so that email request is irrelevant. Someone with account authority needed to call to cancel service.  You can certainly escalate to corporate by filing an FCC or BBB complaint but I don’t believe there is any way to get reimbursed.

Thank you for the response. Well, it doesn't have to be via email. I will call again. But it's not even a reimbursement but a return on the account that had been scheduled for cancellation in April of 2021. Surely, a return on the amount should be made. Even though a customer is deceased there are beneficiaries and/or estate amounts to be handled. I am wondering if there was a faster contact?

I forgot to add: I should have account authority. I have the log in and all the information of the deceased account holder.

To clarify, AT&T does not accept a request to cancel via an e-mail message.  Even if you had opened the account, an e-mail would not have closed an account.  Thus, the account was not closed in April 2021, and AT&T will not ever consider that it should have been closed in April 2021.  Not using the service also does not close the account.  Returning equipment does not, in and of itself, close the account.

So, AT&T considers all that money legitimately billed and collected and will not reimburse [I do believe that is the correct word] you for money withdrawn.

we did apply to cancel her subscription(phone, cable and internet) in April of 2021

Did you CALL CS to cancel the account?

unplugged ALL equipment modem etc. So there is proof that service has NOT been use

Does not matter.  Did anyone RETURN the equipment?

but I also have the email requesting the cancellation of service in April 2021

Since AT&T does not do customer service by email I'm curious as to WHAT email address you used.

What would our first steps be into reimbursement

Please review the LEGALLY BINDING Terms of Service

I did not use an email. But I received confirm that the request to cancel was scheduled in April 2021. Equipment was returned I believe. As her grandson had been living there. But monthly payments continued to be deducted since April 2021 anyway. I did reach CS via chat to cancel the auto pay and they stated to call in to continue the request for the return of payments. I was just wondering if anyone had this issue and what might be the fastest contact, if any. 

If you have a written confirmation that the account was cancelled, then you have some prayer of getting something back.  I'd go directly to a complaint with the FCC or BBB; either way it will end up at a support escalation office for AT&T who will contact you in 1-2 days and aren't limited to what the front-line representatives are able to do.

have the email requesting the cancellation of service

This is what you said in your original post.  I think you can see how we interpreted this as saying an e-mail that you sent requesting cancellation of service.

JefferMC, Thank you!! I do have email confirmation. I will follow through with that escalation. 

Thank you so much. 

@mpetersen29  Delete image with personal info or at least make it blurry

1. That part state that the order can be related with an account change OR planned deactivation, so without more context its going to be difficult for you to prove the cancel of services

2. You mention that was having the triple services (tv, internet and phone), was requested the cancel of ALL or just 1? That also can be the issue

Planned deactivation as in account closure.  All 3 I believe, TV, internet and phone as the equipment was to be sent back.

I can delete the image shortly.

As mention before, the return of the equipment dont autocancel the services, the only way to cancel its call an request it

With account change or planned deactivation i mean that a person reading that text cannot said which one is it, they need more context

May requested cancel all but its not the first time i see that only 1 services get cancel an the rest continue active, you need to verify if all the 3 services its still active