Voluntarily Suspend Account scam

We are sorry you had this experience with customer service. We want to turn this around for you. Let's meet via PM to further assist you. Juan, DIRECTV Community Specialist

What you experienced is certainly not what should happen. Like other companies if you call to cancel the agent is expected to find out why and make some sort of appropriate save offer. Naturally they aren't supposed to accept the first "no" as find the objection and try and overcome it as long as within reason. In the end it is your choice.

Now what that agent did was unethically pad their stats. There is no suspending indefinitely. It is supposed to be up to 6 months (heard it may have increased to 9, which lines up to what you mention on billing) within a 12 month period. At the end of that it automatically restores the service.

Once restored, the bill will reflect being charged for the remaining days of that service month it turned back on in plus the full month for the new service month starting. That is why it would be more than 100% as full bill plus the partial when it restored.

Cancellations occur at the end of the service month. They no longer prorate the bill for closing the account since 2019. I hope that with the official forum team getting involved that they can verify that realistically the account should have canceled months ago instead of being suspended and adjust any billing accordingly.

No matter the company if you are completely canceling, then yes just do it. A suspension is temporary with expectation service will resume, normally automatically as they cannot keep it suspended indefinitely.

The last 24 hours have made this situation even worse.  Back and forth and back and forth messages and phone calls from "customer service".  Each indicating a willingness to help but then the only solutions offered involve reactivating my account.  No thank you.  

We understand that going back and forth is not the ideal experience. We will continue assisting you via PM, let's meet there. Juan, DIRECTV Community Specialist

If the official forum team can straighten this out then great. But if after that if the situation continues, go with a BBB complaint that sends the issue to corporate. Hopefully you don't need to go that far, but it is an option if needed.

Appreciate the advice!!  I certainly plan to file a BBB complaint.  I have received messages from 4 separate customer service representatives all saying they want to help but offering no helpful alternatives other than reactivating my account.  Most of the messages are very scripted as expected but one in particular language that was quite aggressive using the terms "be aware" and "think carefully".  

As for the offer above from DirecTV to continue the conversation via PM....no thank you.  I prefer to be transparent and for others to see the issue and lack of service.

The reason for the Direct/Private Message (DM/PM) is they would most likely need to look into your account. That means personal info (account number, contact info, name, etc.) that is not for public consumption would be discussed. This is not a general technical issue or service inquiry but a billing dispute with your personal account.

Certainly share how it all goes at your discretion. But just like calling normal customer support, DirecTV (or any company) will not discuss personal details in a public space. Think of it like calling customer support and it is a conference call with your entire city, it would not happen.