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Advanced receiver service credit
My equipment was updated in October 2022 (I am a 25 plus year customer) because directv said it would stop receiving. The cost for ARS ($20 per month) was to be credited after 3 billing cycles. It is now May 2023 and the ARS charge is showing every month and no credits issued. I spoke with customer service twice and they assured me it will happen. I have emails showing the commitment. What recourse do I have?
shannon02
ACE - Expert
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21.2K Messages
2 years ago
Sounds like you needed the free MPEG2 swap with the HD fee waived and no new contract and you got the upgrade instead that doesn't include the HD fee credit and a new 2 yr contract. You should try filing a BBB complaint.
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Juniper
ACE - Expert
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23.1K Messages
2 years ago
DirecTV is shutting down the MPEG-2/SD-only feeds.
If the order was a compimentary MPEG swap, then HD service ($10) would be credited (indefinitely, no known end date) if you didn't allready have HD service. The rest of the receiver services (DVR and Whole Home DVR) if you were swapped from a non-DVRs to a Genie setup would not be credited.
As there is no 3 month delay on the credit, and certainly doesn't cover all the receiver services, I suspect the order was placed as a normal upgrade. The order confirmation would have shown the monthly charges with no credit and mentioned the 24 month service agreement. If you still have that order confirmation I would review it. You can request DirecTV resend it as well.
Though when you accept install and activation of equipment you are accepting order as listed in the confirmation, if the notes on the account mention this was supposed to be a MPEG swap instead then I would file a BBB complaint as goes to the corporate level.
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