New Member
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1 Message
Cancelation
Will never use Directv or AT&T again. From the day I signed up with this company I've been lied to. The D2D salesmen who sold us on At&t internet & cable told us one price for both. It ended up being that price for each service. We still continued to use your company until now.
We decided to not have cable. I'm not in a 2 yr contract with Directv but I'm still unable to cancel for 2 months now. I called to cancel and couldnt bc I called after the 14th. Then I called back to cancel and was told it would end in Feb. It didn't.
Now the payment was pulled again and I'm told I can get a refund bc there's usage on my account. Why wasn't the service cancelled when I requested it to be? I did not authorize any further payments for service. Canceling this service should not be this hard. Your company is trapping me with made up accounting rules.
shannon02
ACE - Expert
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21.2K Messages
2 years ago
DTV/AT&T doesn't use D2D salespersons, they work for a third party company that sent your order to them. If DTV installed the dish and receivers you are in a 2 year contract. Are you calling 1-800-531-5000? You can cancel at anytime but DTV no longer prorates the final bill so you pay for and receive service till the end of your billing cycle that started the day you where installed
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Juniper
ACE - Expert
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23.1K Messages
2 years ago
@Srodwell22
Well there is your problem. DirecTV doesn't employ door-to-door sales. Those would be 3rd party dealers that send orders to other companies. Extreme caution should be followed when dealing with any of those.
Regardless if you order service (for any company) through D2D, in person at a store or kiosk, over the phone, or website, always read the order confirmation in full. This way you can make sure you are getting what you expect, if needed ask questions or modify the order, or to close it out if it will not work for you.
Being unable to cancel for 2 months is another matter. Make sure you call the official support number (included below) and when you get the voice prompt say "cancel" so it routes you to the correct department. AT&T Internet and DirecTV are separate services so will need to speak to their respective departments.
AT&T stopped prorating many services, including DirecTV, a few years ago. This means that no matter when you call to cancel, billing remains valid through the end of the service month. It does not prorate and credit back any remaining days. If you called and canceled, but the service month started over with continued service and a full normal bill, that is a problem. Ideally when you callback and speak to the cancellation department, the agent will see the prior notes and process the closing of the account. That should include crediting back charges to the end of the service month when it should have canceled in the first place.
If the next cancellation agent (or their supervisor), is unable to resolve closing the account, then a BBB complaint would be the next step.
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