New Member
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2 Messages
Disconnected services
Must read all documentation with DIRECTV. First I had two accounts with this company. On 11-15-23 I called to cancel one account because the account owner passed away on 11-9-23. So, on 12-27-23 I called to inquiry about the second line of service at another location because there had not been any service so I wanted to cancel this account even though i had just paid $191.00 for the current bill. I was told that I could not cancel until the next billing cycle, (which I thought was insane.)How could I be forced to pay for a service that I was not receiving. While on the phone with the rep I pulled up my account on my laptop and noticed not only did they cancel the service at the deceased home they had also canceled service at the other location on the same day 11-15-23. She went on to tell me that on her end it showed active. I then told her on my computer it is showing disconnected since 11-15-23 for both accounts (I printed this confirmation, for future reference) and now I would like a refund since my billing cycle ended on the 23rd and this is the 27th. So, she back dated the disconnect to 11-15-23. Oh, by the way the deceased person account had a credit which they used to cover a service he was not using or anyone else since he resided at his home alone and the rep asked if I was going to pay the bill (absolutely not) hopefully DIRECTV do the right thing and refund both accounts. It's a shame that this is what these big companies has belittled themselves of doing even when someone is deceased, to continue the billing cycle. This explains why the lower and middle class cannot get ahead cause I'm sure they report this on their credit report just because DIRECTV refuse to prorate the bill for discontinued services. I hope everyone who has issues report to their local FCC and hopefully with enough complaints this could warrant a CLASS ACTION LAW SUIT AGAINST DIRECTV. here is the TEXAS FCC information:
The FCC is the federal agency that regulates cable and satellite services to protect consumers. File a complaint with the FCC using their online TV complaint form. For questions, call the FCC at 1-888-225-5322.
Accepted Solution
shannon02
ACE - Expert
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21.2K Messages
1 year ago
Per the TOS you agreed to, you are limited to binding arbitration. DTV has no way to know if you are using the service or not. Regardless of when you cancel it doesn't go into effect until the end of your billing cycle.
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Juniper
ACE - Expert
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23.1K Messages
1 year ago
It is standard in the service industry to not prorate the final bill. No matter what day you call to cancel, it is the entire month that is paid for. DirecTV joined the standard several years ago. There is no clause that someone who is deceased results in an adjustment to that policy.
As it was updated in the Terms of Service back in 2019, there is no "suit" to file. Plus the ToS has an arbitration clause.
For your education, this is the notice from 2018 advising of the change:
Please read this if you receive DIRECTV, AT&T U-verse® TV, AT&T Internet, AT&T Phone, and/or AT&T Fixed Wireless service(s). We want to remind you that you’re billed in advance for recurring service(s) and/or programming charges and applicable fees based on the terms of your current service agreement(s) with us. Starting January 14, 2019, subject to applicable laws, we’re updating your agreement(s) to include your recurring service(s)/programming charges and fees won’t be prorated if you cancel the above service(s) on any day other than the last day of your billing cycle. Your service(s) will continue until the end of your billing cycle but you won’t get a refund (prorated credits) for any remaining days left in your billing cycle. For products not listed above, refer to their terms of service for more information.
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Claudev38
New Member
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2 Messages
1 year ago
Considering that the deceased person had account with DIRECTV for approximately 8 plus years. The second account for approximately 4 plus years. Each account was in different names. Therefore, when these two accounts were open these TOS (TERMS OF SERVICE) of not being able to prorated the bill was not in affect. What should happen is when anyone is considering service with DIRECTV this should be disclosed and reiterated before services are installed into a dwelling (home, businesses, etc..) As mentioned before very poor business ethics for low and middle class, the aging, elderly, disabled and sick who fall prey to unethical business tactics. So, for the deceased account holder service should have STOPPED immediately since he lived alone no one else there to use service. As far as the other account with DIRECTV the rep closed it on 11-15-23 along with the other deceased persons account since my account billing cycle ends on the 23rd and service was canceled on the 11-15-23 and I paid the bill on 12-20-23 for $191.66, I want my refund. If you have any questions please call me at ( Edited as per community guidelines). Also, when responding to my issue please use wording that the lay and novice are able to understand, no abbreviations i.e (TOS) and (arbitration) so they may get a full understanding of this situation.
(edited)
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shannon02
ACE - Expert
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21.2K Messages
1 year ago
By continuing service after the Terms Of Service updates means you agree to the new terms. The Terms Of Service is available online to read at anytime and the email sent to you before the install has it. This is a public forum open to the world so be prepared for scammers to call you.
(edited)
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DIRECTVhelp
Community Support
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255.3K Messages
1 year ago
Hello @Claudev38,
Please be mindful about sharing your personal details like, Phone number, email id, IMEI number, account number, last name, Credit/Debit card number, order number, Driver's license details, and address. This is a public forum and your privacy is very important to us. As per AT&T Community Forum's guidelines https://forums.directv.com/page/DIRECTV-Community-Forum-Guidelines your personal details will be scrubbed. Have a great day!
Regards,
DIRECTV Moderator
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Juniper
ACE - Expert
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23.1K Messages
1 year ago
@Claudev38
Terms of Service (ToS) are subject to change. Notices are sent before the ToS is updated. By continuing service the updated ToS are accepted. As the account holder chose to keep service, they went into effect for the account.
That notice was sent a couple months prior to the update happening. So DirecTV did what was required to inform customers. Your not liking it does not change that the account was billed correctly.
Again, there is no rule saying the account must stop billing and prorate immediately upon account owner being deceased. It is a flat monthly bill. The only obligation is the account not continue into another service month once they are informed of the customer passing away.
Sorry but the rules do not work the way you want them to. The account is not due a refund because it was billed correctly. Final bill is not prorated, not even for customer being deceased.
Account holder accepted the new terms by continuing service after notice was given. That is how the real world works.
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