New Member
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2 Messages
DIRECTV not honoring paperless opt-out.
My mom has been a customer since 1994. She is old school on paying her bills...paper statements, writing checks, balancing the checkbook to the penny every month...so don't hold it against her. For the second time within the last year, DIRECTV has enrolled her in paperless billing without her consent and then subsequently sent her emails telling her that her account is past due.
I understand if the company makes a decision to completely get rid of paper statements that she would need to adjust - but if you're going to keep that option open, then to not honor the customer's preference and start sending out late notices as well is just dirty business.
I went in her account and re-unenrolled her from the paperless billing. Also, after a call to DIRECTV, the agent not only gave me a $10 credit for the inconvenience, but also stated that DIRECTV is per top-down directives doing blanket changes to people accounts who are not enrolled in paperless billing. He stated it was because of government directives and the environment, blah blah.
The unfortunate thing is that DIRECTV is really her only option outside of crappy HDTV antenna reception, as well as getting the content she wants to see.
sandblaster
ACE - Expert
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2K Messages
3 years ago
The only reason to send out late notices is if the payment is late. Even doing everything on paper, she should know when the Directv bill is due since it’s the same date every month and she should also know if she hasn’t received the paper bill by a certain date, something is wrong. You are absolutely right that Directv should not be re-enrolling her into paperless billing once she has opted out but if she insists on sticking with paper bills, she also needs to know when bills are due and when a paper bill is late. Even with a paper bill, the bill is still available online and always available as a backup if the paper bill doesn’t arrive in time.
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redfoxjr
New Member
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2 Messages
3 years ago
Thanks for both of your responses.
She had the HD upgrade to her equipment last summer and has been fairly happy with it. The install was a very good experience.
I told the agent that I would keep an eye on the account myself, and that if it was changed again without her consent, I would be filing a more serious complaint with DirectTV. The BBB is a good idea also, I'll make sure to keep that in mind as well.
(edited)
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DIRECTVhelp
Community Support
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254.4K Messages
3 years ago
Hey, @redfoxjr We are here to help you.
We understand your concern and the importance of it, lets meet in a DM in order to check all options to make things right for your mother account.
Andres DIRECTV Community Specialist
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CyclingStone
New Member
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2 Messages
2 years ago
My 87 year-old mother is also old-fashioned and has the same recurring problem. Not only is her paperless billing option "magically" enabled every few months without her consent, but for the first time in over a decade so was the autopay option last February (she likes to make manual online payments month-to-month to prevent the billing system from overcharging her and upsetting a fixed budget that is tight enough as it is).
It is completely useless to disenroll or complain to Billing Dept and Loyalty Dept supervisors. They will lay the blame on you and barefacedly gaslight you, arguing that you must have clicked on it or requested it by phone because it is otherwise IMPOSSIBLE for the system to do it on its own. One supervisor today went as far as to suggest that we should talk to the Fraud Dept because someone could be hacking us.
They may hide behind their plausible deniability all they want, but we all know that this is all about saving money on paper, toner, and postage (multiply by 16M subscribers and you'll see a clear motive), which would be perfectly legitimate if they didn't go about it in such an underhanded way.
We will submit a report to the BBB, even though it might be a lost cause.
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AtmxDawg
1 Message
2 months ago
As a Customer of Att, DirectTv Stream or Whatever It Is They are calling themselves now(Really don’t care) It is the Right of the Customer to want to have paper billing every month if that is their wish. I would prefer to have the paper billing myself. Why do we as customers have to go through all of the trouble of printing the bill from the website.? Attt is supposed to make the customer happy and not have to do extra work to get what they want. I have been with ATT for almost 5 years now and have never liked the fact that My bill gets split in to. One for internet and home phone and direct stream tv. Att is the only company that does this practice. To me it’s very shady. I also was getting a paper bill for the internet/ phone but it stopped after a year. I have to call Att every month to pay it. Then 12 days later, Att takes another payment from my debit card for the direct tv stream. I feel like I’ve been robbed twice by Att. And don’t get me started when Att has their disputes with cable tv carriers. And your favorite channels are blackout by 2 multibillion dollar companies having a (Edited per community guidelines) contest. In the meantime customers are suffering because of the (Edited per community guidelines) contest. Like the current black out between Att and Disney/ABC/Discovery. I’m close to getting rid of my account with Att over these problems that they continue to have. And now they are raising their prices again. When it isn’t necessary.
(edited)
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shannon02
ACE - Expert
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20.6K Messages
2 months ago
AT&T sold off 30% of DTV and no longer has anything to do with the day to day operations and this post is 2 years old
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