1 Message
Please be careful of doing anything on your account online or your phone app, changes that occur even by mistake cannot be corrected!
I went to my account online and saw a banner which provided some promotional offers for some add ons, which I clicked on. This then took me to my account to the "Manage my TV Package". I scrolled down to see my "HBO MAX" and "Showtime" were listed at the price of $16.99 and $12.99 which I have not paid the entire 6 plus years I have had DIRECTV Stream. This is because I signed up when it first started and was given a promotion to have "HBO MAX" at $5 for life and Showtime was to be $8. I saw remove and clicked on it for both, thinking something isn't right and I didn't want this said promotion that I clicked on because I was paying less. I then went to my Account Overview and my Billing to check to be sure I wasn't being charged incorrectly. At this time I noticed I was being charged correctly and even for the current month. That is when I noticed it said these services has been cancelled. I immediately reached out in chat through the support chat and asked them to undo this which I was told they cannot. I was also informed that the programming could be added back at the higher rate after the next billing cycle. When I asked for a Supervisor or Manager, I was told the same thing with absolutely no solution. I then made a call in to ask someone over the phone for a manager, and was told that there wasn't anything they could do and that the manager would tell me the same but would call me back. The "manager" has made a couple of attempts to call but when I answer she says nothing. But finally does get in touch and says that she is going to need to escalate the issue up because the programming that was removed was under a grandfathered in promotion and isn't sure it can be added back. My question is why can't it be just simply undone. It is not even officially cancelled for another 5 days because it take that time to get to the next billing cycle? There is some issues here causing possible problems that should be addressed.
Juniper
ACE - Expert
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22.6K Messages
21 days ago
Unfortunately grandfathered promotions once removed are practically impossible to add back. The removal doesn't occur when the cycle starts over but immediately. Even if you add the channels back, the promotion was already disabled.
If an escalation fixes it, than you are lucky. Grandfathered specials are very sensitive, so you don't want to touch them and need to be careful of any changes that might influence them. Sometimes even changing a package if you lower below a certain threshold or was until package change in general.
Now if that escalation doesn't fix it, the last resort would be a BBB complaint to send this up to corporate. Essentially the highest escalation you can do. Just an option to keep in your back pocket since you tried to resolve the issue, not just same day but essentially immediately.
Definitely be careful, though many changes can be corrected. Grandfathered specials unfortunately are on the extreme end, so changes from them tend to be one-way. But I wish you luck.
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baseballisback
ACE - Professor
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8.1K Messages
20 days ago
One idea:
See if you can get a lower rate somehow... something like $30/mo off for a year. Call back the day it expires.
Yes, you'll pay full price for those channels, but considering you'll be paying less overall, it may be a better price.
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