New Member
•
4 Messages
BILLING and SERVICES RIP OFF
My mom's account and billing scenario has been a hot mess since LAST APRIL. Why in the sam (Edited per community guidelines) can't they get it right. The latest issues..1) Switched to Entertainment channel line up, still shows Ultimate online account. 2) Some representative said "for all your trouble, we're giving you NFL Sunday Ticket for free". I said NO THANKS, but they added it anyway. I removed it from the account online, but it's still there, even though I got an email saying "Order Processed". 3) Finally, I have been on the phone with reps SO many times to tell them they are overbilling for an extra receiver that WE DO NOT HAVE and still has not been removed. SICK OF THIS............
Accepted Solution
detuch254
ACE - New Member
•
5.2K Messages
2 years ago
Don’t use the chat feature. Those agents often mess up the account even more or otherwise mislead customer. Chat agents should only be used for simple tasks such as activating additional receivers or possibly refreshing equipment. Otherwise, any account-related issues you should be calling in for. Call DIRECTV (number in my greeting below) and say ‘billing’ to the robot. There, confirm your downgrade to the Entertainment Package. Additionally, you can remove the previous NFL Sunday ticket subscription. However, do be aware that YouTube TV has NFLST for the foreseeable future so you don’t have to stress about being billed for the 2023 season or anything like that.
If there is an additional receiver on the account that you don’t currently have, ensure you have the right info about it before you call in. Have the receiver ID, access card, model number, and serial number of this additional box handy. All of this info can be found on your online account under ‘My Equipment.’ Thereafter, call in and say ‘deactivate receiver’ or otherwise ‘technical support’ to the robot. Usually, the technical department is in charge of deactivating and activating boxes.
Being we are customers like you on a forum, we couldn’t assist with any of this unfortunately. If phone and reps don’t get you anywhere, go forward with a BBB complaint.
If you somehow prefer chat (I don’t recommend it at all) and the chat now isn’t working, that could suggest that you are not chatting within the hours, all of agents are busy, your computer is blocking the chat feature due to being on a VPN or similar, etc.
(edited)
0
Accepted Solution
Juniper
ACE - Expert
•
23.1K Messages
2 years ago
To reduce or remove services (go from Ultimate to Entertainment, or remove NFL Sunday Ticket) is done over the phone. They want a live agent to discuss anytime it is reducing revenue.
I would avoid using chat. At best it is supplementary to regular customer support, but too much wrong info has been seen from it lately and no transcripts are saved to the account, making it very unreliable in my opinion.
Once you have the Receiver ID (RID) and model number of each of those boxes, possibly with access card numbers, then call DirecTV to get this all straightened out. If you ever need to remove or replace any boxes in the future, note what should be deactivated. Whenever you call DirecTV to make changes or ask questions, review the next 2 bills as the first one shows anything prorated (added or removed) for a partial month and the following bill the normal one expected going forward. Just so you can be confident everything is as it should be or to catch any concerns quickly and get them resolved.
Showing 7 but only having 2 boxes is quite the difference as that is $35 ($7 x 5 TVs). Hopefully with the calls noted, they will adjust more than the 60 days (ToS clause) for the unresolved billing issue. Good luck.
0
guadalupefox1
New Member
•
4 Messages
2 years ago
And the 'Chat" button doesn't work.
0
0
guadalupefox
New Member
•
10 Messages
2 years ago
I appreciate comments to attempt to help. If the receiver is NOT in the home, can not give them serial # and ID # of what is NOT in the home. Plus, they have NEVER REMOVED any old equipment that has been returned from the account. Hence, there are 7 receivers listed on the account when there are only 2 physically in the home, which means we have to document what's there, call them, AGAIN, to get the account straightened out. I'm venting....thanks for reading..
0
0
detuch254
ACE - New Member
•
5.2K Messages
2 years ago
As I said, you can get the receiver ID, access card, serial number, and model number of these older boxes THROUGH YOUR ONLINE ACCOUNT. Just go to DIRECTV.com, login by clicking ‘Sign in’, scroll down once logged in to ‘MANAGE YOUR EQUIPMENT, and all info for the respective receivers is right there.
You just need to isolate the two receivers you are ACTUALLY USING from the rest of them so you don’t deactivate the wrong boxes.
Glad to be of help.
0
0
guadalupefox1
New Member
•
4 Messages
2 years ago
So, here we are, March 7, 2023. Almost one year from the beginning of the directv nightmare that I can't awaken from. Called AGAIN to get them to correct the extra receiver charge...$7.00/mo for 11 months now, update the account with the correct channel line up charges and REMOVE NFL TICKET THAT WE DID NOT ORDER OR WANT GIVEN TO US FOR BEING 'LOYAL CUSTOMERS' .... and got the obligatory "I will be the person that will finally fix the issues you have been trying to get rectified". Maybe I've mentioned this before...when they went ahead added NFL Sunday Ticket last summer after we said no thanks, we received an email saying 'CONGRATULATONS!'. Needless to say in the fine print it says "NFL SUNDAY TICKET and NFL SUNDAY TICKET MAX subscription will renew automatically each season thereafter, provided that DIRECTV carries these services, at the thenprevailing rate unless you call to change or cancel by the date specified in your renewal notice." Regular full-season retail price is $293.94.
0
0
detuch254
ACE - New Member
•
5.2K Messages
2 years ago
@guadalupefox1
DIRECTV doesn’t have the rights to NFL Sunday Ticket anymore so you won’t be charged for it. If you weren’t already aware, YouTube tv has the residential rights.
0
0
Juniper
ACE - Expert
•
23.1K Messages
2 years ago
@guadalupefox1
There should be no charge on the bill for the NFL Sunday Ticket for 2023. This is because DirecTV no longer has the rights for it (except for business accounts, like sports bars). They are trying a streaming option with YouTube TV (unfortunate for rural customers who don't have good internet, if at all).
However, if you still have the additional receivers active and are being billed for those TVs, then I would go with a BBB complaint at this point. That kicks it to the corporate level. But if the website is just not showing the correct info, but are being billed correctly, that may still be a while to update. With the new co-owner taking over DirecTV operations, account management online is in flux as they separate back to its own entity.
0
0