New Member
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2 Messages
PAYMENT RENDERRED BUT NO SERVICE
Directv customer service is nonexistent! The Directv site and support is a WASTE of time! Att took all of my payments today on the due date and still suspended my service. The kicker, now the payment was submitted before 8am. It is now 10:09 pm and it’s still suspended. Oh and now I need to speak with an account manager. Then the agent gave me the run around for 45 minutes to say oh we’re closed now. A joke! I have been with Directv so long but this is unacceptable. The website is glitchy, payments made to att don’t resolve the account, and I’d bet that account manager wants to talk me into changing my package. Ha no! I’ll leave Directv 1st! This acquisition has been nothing but a pain in the customers’ butts!
shannon02
ACE - Expert
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21.2K Messages
2 years ago
AT&T sold off 30% of DTV months ago and the new partner is running the day to day operations.
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Juniper
ACE - Expert
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23.1K Messages
2 years ago
@JrettShaw
Make sure you are calling DirecTV, not AT&T. And if you happened to have both AT&T and DirecTV that the payment posted to the correct account.
If the payment was covered the entire past due (not a single cent less), and was paid to DirecTV itself and posted, then your service should not have been suspended. However, if you paid via a 3rd party service (moneygram, your bank's bill pay, etc.) than it takes up to 3 business days to post.
As a new co-owner has taken over, the DirecTV website is going through many updates.
Give DirecTV (again, not AT&T) a call tomorrow when they are open. They should be able to verify payment posted to their system and if it did to manually restore the account if needed. If account is restored, your boxes may not know yet. Try a red button reset or logging into your account to do a refresh.
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JrettShaw
New Member
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2 Messages
2 years ago
This is not something the customer should experience. Ownership changes should not affect bill payments. It simply should not. If AT&T is still billing and emailing regarding the account then payment should be applied correctly. Again this should not affect the customer. Both companies have a commitment to us customers. Hiding behind ownership changes is no excuse. Ridiculous! And yes I have service with both companies and it should not punish me! Foolish excuses for poor customer account handling.
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Juniper
ACE - Expert
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23.1K Messages
2 years ago
You said AT&T took your payments, so wanted to make sure it was actually DirecTV you dealt with. Even before the new co-owner, AT&T and DirecTV are different services and accounts.
They are updating the website. If you made a payment online, it was not impossible it could have been effected. Yes ideally there wouldn't be a payment problem on the website, but no acquisition/change in ownership/additional ownership is perfect.
You are not being punished. And ownership updates is not being used as an excuse, only explaining there are some things affected while they smooth things out. However if you paid your AT&T account instead of your DirecTV account (as it is starting to sound), that is on you. And that would have nothing to do with a new co-owner in the mix.
So when you called back today, what did you find out? Was the payment posted (and to the correct account), was service still suspended or were your boxes not recognizing service was back on, or something else? Details on the resolution, which may help others (or give you more guidance if not resolved), will be more productive than complaining that a new co-owner is impossible to affect you.
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