Cancelled service 11/2021 and was still having money taken out of bank account for two years!

When service is canceled you should receive the following month get a courtesy statement. This ideally shows last payment received and at a $0 balance, or any one-time charges to clear the account such as unbilled PPVs, Early Cancellation Fee (ECF), or Non-Return Fee (NRF). This is for your records verifying all is as it should be.

Companies do expect to be notified in a reasonable time when there is an issue. For DirecTV that has been 60 days, though in practice they usually cover the last 2 bills and whatever to date on the current one. Unfortunately, over two years later is far too long not to be aware you were still paying up to $140 every month.

Regardless if you can afford a service or not, or if you have moved, it is still your financial responsibility to look at your bank account and know where the money is going. In the future whenever you make a change, be it starting or closing an account, or even just make adjustments to a service, verify in the next month or two by reading bill or check your bank statement. That way if there are any questions or concerns you catch them in good time and not years later when you are beyond any reasonable time.

Oh my! So you've been having $130-140 deducted from your checking account for over two years and only noticed it now?  Hopefully someone from DirecTV will respond to your post here and reach out to you.  Good luck!

I know..... I directly pay all my bills from my account. Everything is on Auto pay and I have to admit, I am not as diligent (obviously) as I should be. I work, my check is deposited, and out it goes to bills. 

When you called, did they confirm the account was notated with the cancellation request? If so, then you could consider a BBB complaint as goes to upper management. I wouldn't expect it to cover the entire 2 years, but perhaps they would go a bit further than normal support depending on how the account was documented.

When I called today, the customer service agent said he saw the cancellation request for 2021 but he kinda skated over it as if he didn't want to say too much. My online portal does not show as far back as 2021 invoicing and billing. He did make a comment that I would be able to go to an ATT store and request a print out and also request notes, he said the account was documented but would not specifically say what was in it. 

AT&T sold off 30% of DTV and the new partner is handling the day to day operations so don't know if an AT&T store can to that now.

Oh great, the customer service person on the phone told me to go into the ATT store. Maybe it was just to get rid of me on the phone. :0(

Agent was probably nervous as was now their responsibility to give the bad news. Some people would blow up at them over the situation.

For a bill reprint you would want to call DirecTV. The stores are specially for the AT&T side. Their interaction with DirecTV is sending orders for new accounts, just like a normal 3rd party. Once an existing customer you deal with the DirecTV side itself.

I don't think anyone at an AT&T Store will be able to help you with this. They're not DirecTV experts. Have you spoken with more than one support agent?  If you call again, say "cancel my service" at the voice prompt. That will often get you to a more experienced rep. 

I've spoken to 4 different ones now but I will keep calling. Thank you

Hey guys,

Update.. Directv is issuing me a full refund. They were honest about the documentation regarding cancellation in 2021 and will be crediting my full amount. 

Full refund? Very lucky as I was expected at most for them to meet partway.

Just make sure your mailing address is correct on the account, so you can get what should be the final statements verifying charges credited and then refunded as well as account actually closed this time. And don't forgot to monitor your bank account so you don't go through this again.

But that is an awesome update. Hope smoother days ahead now.

@Juniper 

Yes! I spoke to a Senior Support Manager with the Office of the President at DirecTV. She was so helpful and kind. She did her research and found the notes in 2021 where I cancelled and where the employee (who is no longer employed there) just changed my plan.

I am very pleased with how everything was resolved. It took some time and speaking to multiple people but it's over. 

My account shows closed. Now I have to figure out how to get them to stop asking for the equipment that was already sent in. 

Hopefully you still have your FedEx/The UPS Store receipt showing exactly what was returned.

Though it may just be an automatic reminder, not specific to the boxes you had. Either from discussing the account, the email notice, or even the receipt (that I hope you still have), what were the models of the boxes?

@Juniper when I cancelled service they shipped me a box to send my equipment in. I don't have a receipt or anything from two years ago. This time the directions are to go to FEDEX with the equipment. I'm not sure about which boxes I had, my bill says Advance receiver DVR and Advanced Receiver Service.

@teetertotter I have a $3,200 credit showing in my Directv account right now so I took a screenshot. The person I was speaking to was from "The office of the President of Directv". I have her direct phone number. They are going to send the refund directly to my bank account, originally they were going to send a debit card.