1 Message
Refund
I canceled DirecTV because shortly after AT&T took over everything seemed to go south. Service, equipment, and getting a hold of customer service. They said I wouldn't be charged termination fee but I knew that they would try to. Therefore, I canceled my credit card so they couldn't bill it. I got a bill in the mail for an early cancellation fee, as I expected. I called them with no results so I sent a letter to corporate detailing the situation and informing them that if I ever decided to switch my cable provider again I would never use them. I would also contact the better Business bureau if the situation was not resolved. I got an email from corporate and the lady took care of the situation with many apologies. It's unfortunate you can't get a hold of DirecTV anymore without a hassle.
Juniper
ACE - Expert
•
23.1K Messages
2 years ago
An ECF should only charge if you were still within 24 active months of starting service, an upgrade of equipment, or (without upgrade) 12 months of a Movers order (outside of any special promotion that came with an agreement).
So the only time an ECF should be waived is if it was in error (such as warranty replacement activated as upgrade in error), placed a Movers order while having an existing agreement but tech was unable to install per No Line Of Sight (NLOS), or account holder passed away and wasn't taken over by surviving spouse. They don't just waive ECF because you perceive service "going south". (To be clear I agree there were many issues after AT&T acquired DirecTV, just wasn't a reason to waive the ECF per their billing policies).
Customer support reps don't waive the ECF themselves, they submit the waiver request which if not covered by the above reasons is denied. If you later got corporate to waive a valid (per above) ECF, then you are lucky. But if that ECF was in error as mentioned then it is problematic if it had to go all the way to corporate to fix.
Since your topic is "Refund" you will need to call DirecTV to discuss. This is a public forum of other customers so we don't have access to the account. If reversing the ECF resulted in a credit balance (so all being done after you had paid the full balance), then it usually goes out in a prepaid card 30 days/1 bill cycle after the balance is adjusted. But you would need to speak with DirecTV to confirm the details.
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