Reaching a supervisor

No, there’s not a phone number to reach a higher position supervisor. However, you can reach better agents by calling DIRECTV (number in my greeting below) and saying ‘cancel’ to the robot. This will bring you to the retention department where the majority of agents are experienced and able to handle the situation responsibly. 

If you don’t mind me asking, what billing issues are you having?

No. If calling their main support number isn't getting you anywhere, try submitting a BBB complaint.

There are no direct lines. To get a supervisor, you request one when speaking with an agent. Historically DirecTV does not do supervisor callbacks, so that is usually the agent wanting to get you off the phone. Though since Covid, their short staffing has meant that a supervisor is not always available if they are also helping other customers (or even have a few in a meeting as there are other tasks that still must be done).

If you call and say "cancel" at the voice prompt, usually you will speak to a retention agent who are normally more experienced than front line agents. Not a guarantee you would get the resolution you want but is the next step if over several months you are stuck.

What is the billing issue you are having? Perhaps other experienced users could give additional guidance.

I cancelled my Direct TV in December 2024. I over paid my bill as I had not received a bill yet and since I moved to a different city I wanted to make sure my bill was paid. I found out through Direct TV Loyalty Team that I was owed a credit of $247.14 in which I would be receiving a Mastercard in the amount of $247.14 by January 31, 2025. I did not receive it. Instead I got a bill for $171.72 for January 22, 2025 and a bill for $75.52 for February 22, 2025. They used my credit for these bogus bills. I don’t live in that city nor do I have DTV equipment. When I called today (02/13/2025) I got a remote worker who saw I had the credit and they used it on bills they generated but was unable to give my money back to me. I demanded to speak with the Loyalty Team I previously spoke with and she said she couldn’t connect me. I then asked for a Supervisor and again she couldn’t get one. She said she would try, put me on hold came back told me her Supervisor was in a meeting and would call me back. I asked for the first name of her Supervisor and she again put me on hold and came back and told me she was not allowed to give me a first name. She gave me what she called a case number. All I want is my money back that they clearly stoled from me. Can anyone help me or tell me where to go from here?  Thank you. 

File a BBB complaint.