New Member
•
4 Messages
No refund since canceling service
I canceled DTV satellite service Jan 2023. It's April 2023 and I've yet to get the credit amount owed to me. I've talked to several inept associates, Jov, Ace, and Abe. I was told that it would be mailed on MC prepaid card. Then today, April 5th, was told it would be only half credited to my bank account. (Edited per community guidelines)! All associates refuse to put a manager on the line.
TexasBrit
ACE - Expert
•
14.1K Messages
2 years ago
why do you think you should get a refund?
0
0
examiner_mf
New Member
•
4 Messages
2 years ago
I had a credit amount remaining, because I canceled (in the middle of my billing cycle) after the bill was paid. It was confirmed by DTV phone associates and my final bill that I had a credit. Yet I haven't received it.
0
0
examiner_mf
New Member
•
4 Messages
2 years ago
They have me on hold for a manager now, for well over 30 minutes.
0
0
Juniper
ACE - Expert
•
23.1K Messages
2 years ago
@examiner_mf
Then those agents misinformed you. DirecTV has not prorated the bill for canceling mid-cycle in several years. AT&T changed over all services under their umbrella to flat billing, like other companies. As such, there should be no credit for a partial cycle.
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.
Questions about this change? Go to att.com/ProrationPolicy for more information and to see the revised section of your service agreement(s).
0
0
examiner_mf
New Member
•
4 Messages
2 years ago
Thank u, but I actually received several correspondence emails and stale mail regarding a credit. To this day, I'm still getting statements that show a credit and 0.00 bal owed. I did get half of the total amount of credit, but no one can figure out why I didn't get the other half. Managers never are available when I call.
Trust me, I do all of my due diligence when I'm paying my hard earned money. Sometimes these billion dollar businesses do owe. Front line workers need to realize that it shouldn't be their goal of telling the customer "no", because these corporations are not gonna work that hard to keep you. Yet, if the workers did their due diligence, they wouldn't get repeat calls or as many dissatisfied customers on their line. I worked and managed customer service in many capacities and I rarely to never had an unsatisfied customer. I was about taking my time to get to a resolution other than, "no" and "I'm sorry". At the end of the day, without customers a business can't thrive. The pandemic taught us that in a major way. Stop taking people for granted or don't take the job!
0
0
Juniper
ACE - Expert
•
23.1K Messages
2 years ago
If there is a credit on the account, then it should be for something other than canceling mid-cycle since they stopped doing that in 2019. But if the bill shows prorated, then that is an error (perhaps just in display, hence why no refund issued as that would be correct).
In either case, I would consider a BBB complaint to send this to corporate. That way they can resolve the issue one way or another (even if it might not be the resolution you prefer).
Companies don't like their agents (front line or otherwise) saying "no". Even if that is the real answer, they want everything to be a positive spin. Personally if the reality is that "no" is the actual answer, then I would prefer they tell me that. Explaining why it is a "no" or going over alternatives (if there are any) is fine, but I don't want the fluff of a positive spin. Just the facts please. I'm an adult, don't need sugar coating.
0
0