New Member
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17 Messages
Bill increase of $20 over last month
My bill increased $20 over last month. When I checked my info I saw the Movies Extra Pack with Peacock streaming add-on. When I called customer service I was told this add-on had to be initiated by me but I did not add this.
The other increase in the bill is an increase in basic costs for the service.
While on the phone with customer service I checked the channels I was told were in the Movies Extra Pack 564-573 and even though my account showed I had these, half of them were not available on the menu screen.
The add-on was removed and I was told my next bill would be $10 higher for the increase costs of service.
BUT I was told I had to pay for the add-on for this month's bill even though I was unaware of it until I got my bill and contacted customer service.
Why did this happen and why did I have to pay for an add-on I was not aware of.
Was this add-on part of a promotional offer that was automatically added if I did not decline?
What do I need to look for in the future to avoid this situation?
DIRECTVhelp
Community Support
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255.5K Messages
5 days ago
Hey there, @Penny2021. We understand that an unexpected charge is confusing. For some DIRECTV Satellite customers, a promotional offer for the "Movies Extra Pack + Peacock premium bundle" was displayed on their TV screen. Customers could either accept the upgrade or ignore the notification. If they choose to ignore or decline, it won't be added to their account, meaning nothing will change on their account. This may be how the premium bundle was added to your account. We always aim to provide customers with clear options before adding any services. If you want to discuss this further or need assistance, contact us here: DIRECTV Customer Service - Phone Support & Chat Charles, DIRECTV Community Team
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Juniper
ACE - Expert
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23.3K Messages
5 days ago
Premium pack specials need to be added either by calling, accepting a 3rd party offer that called you, or in some cases selecting with the remote on the TV. A free or discounted pack of channels such as the Movies Extra pack, HBO, etc. are roll to pay. That means when the special is over they go to full cost. It is up to you to remove when done. You can review the prior bills to see when it started. Typically those specials are for 3 months.
When you remove the pack, it is credited for the remaining days in the bill month. That way you only cover the days you actually had it. That adjustment will show on the next bill as they only send one a month.
Not being able to see all the channels in the pack suggests you have a Favorites list set so they are hidden. If not, then it would be a technical issue in need of some troubleshooting.
If support said this was done over the phone or online, then change the password(s). By remote control you can setup parental controls (must be done per TV) for additional protections (such as setting PPV limit to $0, so cannot be ordered without your box PIN.)
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