I am having the most difficult time

[Thisisbad]

It's like this customer service is broken. I've explained it in detail to two separate customer service agents.

I am trying to cancel the subscription to my sons phone because he no longer has it.

I have the email and password as I set up the acc. xxxxxxxxxxxx@gmail.com 

When i log in it ask me to verify by sending the text to the phone we dont have anymore.

This is the response I get after explaining that.

Is he a total stump? 

 

[Thisisbad]

This actually worked. Thank you and hopefully the numbeskull Alex who works here will get a new job. It is a sad day when th customer service just ignores you and repeats themselves like they're being  helpful. Thank you again!

[Hollister]

@Thisisbad 

If you know the PIN to the account call 18554PUBLIC follow the prompts and you can turn off autopay for that account. The account will automatically close after 90 days.

[Thisisbad]

Man I dont get that option only 2 option voice code or text code.

[hTideGnow]

HI @Thisisbad do you have the 4 digits account PIN?

[softech · Accepted solution]

 @Thisisbad 

Try these workarounds, it could open up the Send Email option 

1. Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
   (!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
   
2. Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

if you can login , you can go to Payment page, click Manage Subscription, then turn off the Subscribed toggle.

[Thisisbad]

There is no Didnt recieve code option. The only options I get to verify my identity are send code to phone or send voice msg to phone that's it.

[Sansan]

You can choose to get  code by email. Wait for the counter to go to 0.00 first. Might have to do this 4-5 times.

 

[Thisisbad]

Not that option doent exist only the option to send a voice msg to the same phone!

And when I explain this a 3rd time to Alex here is his response. Claiming he gave me a recommendation but clearly did not 

 he should be fired immediately 

[Hollister]

@Thisisbad 

It is hit or miss with PM agents. Try what @hTideGnow  suggested.

[hTideGnow]

HI @Thisisbad 

click "Didn't receive code" and is Send email an option there?  Try