New Member
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2 Messages
Bill
I tried to cancel directtv in August 2022. Rep stated I should place on hold x 6 months. Si I did. In dec 2022, 2 months early, I called to cancel service, rep stated it was canceled and I should look out for return for equipment which I never got. I called again in Jan 2023 and canceled again. Rep stated mistake on their part and canceled service on 1.30
23 and sent return equipment mail. I returned equipment. Then in Feb I got bill for 116.23. I called 3 times! Billing department stated they needed to start my service before canceling it and I was charged from dec to Feb! I was on hold since August and I canceled in dec. How is this possible! So confused. Nervous that this outstanding bill is going to haunt me. Last phone call on 2.15.23 was told wait until next bill. Upset indeed. Directtv seemed good for the decades I was a loyal member, now I am not so sure.
DIRECTVhelp
Community Support
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255.4K Messages
3 years ago
Hello Jjparso. Thank you for bringing your billing concerns to our attention. DIRECTV is committed to providing the best experience possible. We want to review your situation deeper to clarify what happened with the unexpected charges you had and find a proper resolution. Please send us a DM to assist you better since your account information is required.
Laura, DIRECTV Community Specialist
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Juniper
ACE - Expert
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23.2K Messages
3 years ago
@Jjparso
This all started from a bad retention/cancellation agent. If they cannot retain your business, it is their responsibility to go over closing the account. It is an old "trick" of a bad agent to do a 6 month suspend instead, as in the end it doesn't count against the agent's stats (as they didn't click "cancel") and months later it becomes the problem of the next agent.
When suspended, the account automatically credits the remaining time of the service month from the day it goes into effect. When the account is reactivated it has to bill for however many days are left in that billing month. Their system isn't programmed to go from suspend to cancel, they must reactivate it first. They can only see offers to try and retain you if the account is active. This is why there was a charge when you called back to finish this up.
DirecTV no longer prorates the final bill. So even with canceling immediately upon reactivation, the remaining days of that bill month are still billable.
Sending a prepaid return kit (to you by FedEx, back to them by USPS) is the old process. Now once account is canceled you take any returnable receiver/client boxes to a participating FedEx/The UPS Store (not USPS) with your account number for the free return. Make sure to keep receipt showing they took possesion.
Ideally at this point, any research done should reflect your initial cancellation request but agent suspended instead. With that verified, it would normally result in being credited for any service starting the day it was reactivated. However, as DirecTV hasn't prorated the final bill in a few years they could adjust so that the remaining days of the bill month in which you canceled were chargable as it would have been if the first agent did their job with integrity. Personally, I hope they don't calculate that back in as a courtesy for the situation.
I hope Laura from DIRECTVhelp gets that fixed for you. Good luck.
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Jjparso
New Member
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2 Messages
3 years ago
Thank you for that very informative and thoughtful comment, I really appreciate it!!!!
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