1 Message
Billing Dispute
I cancelled my DirecTV service in March of 2020 at a local AT&T store. I returned the equipment on March 23, 2020 and have the receipt to prove this. We moved and started new DirecTV and Uverse service @ our new home. However, AT&T continued to deduct money from my account for the account at our prior residence for the next year before I caught this when preparing for our taxes. It's in excess of $2,500 that was improperly deducted from my bank account. I've spent over 30 hours on the phone over the last 3 and a half years but have gotten no where. This past year I found the receipt proving I returned this equipment on March 23, 2020. Amazingly, and unbelievable, AT&T has submitted me to a credit collection agency to collect on this account after I shut off the auto pay in 2021. So, not only did AT&T illegally deduct over $2,500 from my account after i returned the equipment, they also sent me to collections. Nobody can (or will) help me. I've both been to AT&T stores to try to resolve this as well as spent over 30 hours on the phone. Can someone @ AT&T or DirecTV step up and refund these funds that illegally and improperly taken from me?
shannon02
ACE - Expert
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20.8K Messages
11 months ago
You can't cancel DTV at an AT&T store you needed to call. You can try a BBB complaint.
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nabukl
ACE - Professor
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2.3K Messages
11 months ago
Att stores can NOT cancel directv service so it wasn't canceled when you thought it was
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Juniper
ACE - Expert
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22.6K Messages
11 months ago
@mikemath63
No AT&T store can cancel DirecTV service. The most interaction they have with DirecTV is to send orders for new service like a 3rd party seller. AT&T store employees do not work for DirecTV.
To cancel service, you call DirecTV (say "cancel" at the voice prompt to route you to the correct department). That is the only way. Receipt from The UPS Store doesn't change that you didn't contact DirecTV to cancel.
When making changes to a service, and with moving, make sure you are reviewing your bills. Don't ignore them as it the customer's responsibility to inform the company when there is a concern or dispute in a timely manner.
At this point a collection agency owns the balance so you deal with them. Unfortunately as you never contacted DirecTV to cancel, the it will only show that you've been billed correctly. Whomever was at the store is initially at fault as they should have told you they cannot cancel your service.
At best, you could file a BBB complaint. A big issue is that the new return process via FedEx and The UPS Store doesn't require the equipment to be deactivated to be returned. That is the only part of this that has a chancel to lean in your favor. Be prepared that in the end you might just need to eat the cost.
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bremerb
1 Message
2 months ago
I cancelled my DIRECTV service on 9/18/24, which was 4 days past when the billing period started on 9/14/24. I was instructed by CS Rep. Kaepiana that my service would be cancelled immediately. I was instructed to collect all the equipment and would receive notification on returning the equipment, if necessary. At no time was I instructed that the service would run through the end of the month, nor that I owed an "Early Termination Fee".
SO, I had no service from 9/18 through 10/13/24 but I am being charged for the entire month ($166.13), rather than a proration of only 4 days.
In addition, I am being charged $45 for an Early Termination Fee even though I have been receiving service on a month-to-month period for a very long time. I was under no contracts. I never was provided updated equipment, which was the original installation equipment from many, many years ago.
While asking about this charge, both the CS Rep. Renaldo, and the Manager I requested talking to, Tyesha, both led me to believe this early termination charge was not a DirecTV charge, but an AT&T internet charge. I was being misled. After calling back to AT&T, they confirmed they do not have a cancellation fee.
Who can correct this billing, since Customer Service refused to do anything.
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shannon02
ACE - Expert
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20.8K Messages
2 months ago
DTV stopped prorating the final bill years ago, you pay for and receive service until the end of your billing cycle, this is included in the TOS. AT&T sold off 30% of DTV and no longer handles the day to day operations, so that is not an ATT fee.
File a BBB complaint.
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DIRECTVhelp
Community Support
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254.6K Messages
2 months ago
We know how frustrating it can be when customer service falls short of your expectations, @bremerb. We're here to help and investigate this further. Let's meet at DM to turn your experience around. John, DIRECTV Community Specialist.
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Juniper
ACE - Expert
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22.6K Messages
2 months ago
@bremerb
Early Cancellation Fee (ECF) is $20 for each month remaining of a service agreement. So that isn't the $45. By any chance does it say Non Return Fee (NRF) instead? That is the NRF value of non-DVRs or Clients. I would verify exactly what it says next to that charge.
As being 4 days into the billing cycle, that is unfortunate. DirecTV joined other service companies in no longer prorating the final bill years ago. Even if the rep failed to remind you, it has been part of the Terms of Service (ToS) for almost 6 years.
"Please read this if you receive DIRECTV, AT&T U-verse® TV, AT&T Internet, AT&T Phone, and/or AT&T Fixed Wireless service(s). We want to remind you that you’re billed in advance for recurring service(s) and/or programming charges and applicable fees based on the terms of your current service agreement(s) with us. Starting January 14, 2019, subject to applicable laws, we’re updating your agreement(s) to include your recurring service(s)/programming charges and fees won’t be prorated if you cancel the above service(s) on any day other than the last day of your billing cycle. Your service(s) will continue until the end of your billing cycle but you won’t get a refund (prorated credits) for any remaining days left in your billing cycle. For products not listed above, refer to their terms of service for more information."
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