New Member
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2 Messages
Over Charged On Cancelled/Closed Account
I was charged $405.76 for my acccount that I cancelled and closed in Febuary 2018. I am no longer at the address the service was used at and I haven't for 4 years. I am not able to open up a personal phone account and get a new phone with this issue. I have called DirecTV and talked to 4 different people and all said my account was closed/cancelled and the balance was $0 This issue needs to be resolved timely.
shannon02
ACE - Expert
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21.2K Messages
2 years ago
This is a customer to customer forum with no access to any accounts. You had 60 days to file a dispute over billing errors so it may be best to file a BBB complaint to kick it to corporate.
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slamdunk180
New Member
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2 Messages
2 years ago
I appreciate you guys feedback. I got nowhere with customer service. Was told it went to collection agency when i called collection agency they told me they hadn't had the account for 2 years. So I guess my next step will be to file a complaint as yall suggested.
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Juniper
ACE - Expert
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23.1K Messages
2 years ago
@slamdunk180
That amount seems high enough that it may have included an Early Cancellation Fee (ECF). You mention no longer being at that address, did you close the account because you moved but tech was unable to install service at the new address?
Agents over the phone need a bit more training about accounts that have been written off to a collection agency. They will initially see a $0 balance, as nothing is owed to DirecTV. But there is a separate listing for the amount that was written off and sent to a collection agency. Too many agents are unaware of how to check that it seems.
In addition to the write off amount, DirecTV should reflect what collection agency owns the balance. Though am unclear if a collection agency sells it off to another one if DirecTV gets that update. Though they don't own it themselves, it does factor in for getting service again (which would expect to cover anything under the AT&T umbrella).
You can certainly try a BBB complaint. At this point all over the phone could really do in addition to the info you have is looking at the bill history to verify why the last bill owed was so high. Wish you well on getting this straightened out.
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nabukl
ACE - Professor
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2.4K Messages
2 years ago
@Juniper is correct about the 0 balance, any time an account is written or charged off it does show a $0.00 balance because it's been "charged off" but this doesn't actually mean your amount owed is 0.00 the agents have to check the charged off amount which is always in the system notes (not the account notes) the problem is most agents don't know this, heck most don't even know there's such a thing as "system notes" this includes managers, supervisors and trainers believe it or not.
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