Contributor
Being charged for services after cancelling
Let’s start at the beginning.... I have been a customer with Directv since circa 2005. Always pay my bill in full and on time. Recently I discovered that I could save $160/mo by switching to a new provider and still get the same channels. Upon contacting AT&T, they were unable to match the deal so a decision (a smart one was made).
I first attempted to cancel my account in mid July, however, after 3 different times sitting on hold for over 30-40 minutes each and the being disconnected, I didn’t reach a person until the 4th time. As the person spoke and I began to answer, I was hung up on.
I had to work so I had to deal with it later. A few days later I called... managed to get through and tried to cancel my account. The rep told me that even though I was calling on 7/23, my account couldn’t be canceled until 8/20. I insisted I wanted it canceled immediately and he told me I couldn’t. I asked to speak to a supervisor and he told me there wasn’t one and his word was final.
I then contacted social media media customer service only to be told that even though it was AT&T’s system malfunction I hat prevented me from canceling prior to the next billing date, I still had to pay for a full month of service I didn’t want, didn’t use and don’t need. Two different people telling me it’s “policy” and no exceptions. Which I find very unfair considering it was AT&T’s mistake - not mine.
When i I asked for a supervisor again I was told they are the top. And they could not provide me with any other information on how to even try to reach someone else. So... I am doing that on my own.
I will go to social media tactics, the FCC, the BBB, the public utility commission and media outlets of necessary. I expect this unreasonable fee to be waived. And I expect a reply.
Juniper
ACE - Expert
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23K Messages
6 years ago
Unfortunately what the agent told you was correct. As of this year billing covers the full billing cycle. Canceling a few days in doesn't mean you are credited for any remaining days in the service month. They updated the Terms of Service, notice November 2018 with starting January 2019. So there is nothing to dispute.
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).
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Kara21
Contributor
6 years ago
with on the phone. I understand the policy that began in January. My
issue is.... I had tried to cancel before the new bill was generated but
was unable too due to AT&T’s phones booting me out of the system
repeatedly. They even acknowledged issues with wait times etc that day.
My purpose for writing is to have the last month fee waived since it was my
intention to cancel in time but was denied due to the company’s issue ...
an issue that basically forced me into another month.
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Juniper
ACE - Expert
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23K Messages
6 years ago
If you called to cancel before the cycle started over, then you should only be billed for the service month you were in. If systems were down, then they wouldn't have been able to note the account. If calling back was still within the same service month then they should get this corrected, but if your next call was after the service cycle started over then you might be out of luck if they don't have a way to verify when you originally called.
Call DirecTV, at voice system say "cancel" to route you directly, and hopefully there is record of calling in time. Writing here will not get you adjustments as this is a public forum, not customer service.
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Speedytweety27
Contributor
5 years ago
However your first bill is "prorated " for daily usage until your normal billing cycle starts..... your last bill should be as well once service is terminated, especially since it's billed in advance. If you are not in a contract...... This practice should be illegal.
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nabukl
ACE - Professor
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2.3K Messages
5 years ago
@Speedytweety27 , first of all this post is a year old, 2nd the first bill is NOT prorated, it's a full cycle bill
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shannon02
ACE - Expert
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21.1K Messages
5 years ago
Billing cycle starts the day you where installed, on day 2 the bill is made and sent.
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gregowczarek
New Member
5 years ago
I have similar issue.... I was trying to cancel the service few days before the cycle ends but what they said they would not guarantee that my phone number would be transferred to my new provider. They just extended this period of transferring the number to be able to charge another period. After I would say 10 years or so be the ATT customer... what the scam from ATT.... shame on you.
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Juniper
ACE - Expert
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23K Messages
5 years ago
@gregowczarek
This is the DirecTV section of the forums which has nothing to do with your phone number.
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DIRECTVhelp
Community Support
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255.1K Messages
5 years ago
We're here to help, @gregowczarek
Can you let us know what type of service you had with us? Was it wireless, landling, VoIP?
Let us know, and we will do our best to assist.
Donovan, AT&T Community Specialist
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angiemc
New Member
4 years ago
I just had the same thing happen. AT&T is horrible. I would have changed back to them if I was unhappy with my new provider but now I will never do it because of their inability to provide some kind of decent customer service.
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angiemc
New Member
4 years ago
I just had the same problem with trying to cancel AT&T for a week now. Could either not get someone on the phone or got message to call during normal business hours (which the recording did not state what those hours are). I was told that since I am 2 days into my new billing cycle that I had to pay the entire amount. I am NOT in a contract either. This makes no sense to me as to why AT&T will not honor a cancellation of service on the date it occurs. This is just plain greediness. If AT&T would have canceled my service on the day I called and not charged me for future I would have considered using their other services, such as, cell phone, land line, tv, etc. but now they have royally (Edited per community guidelines) me off to the point where I will never use their services again.
(edited)
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Rm9844
New Member
4 years ago
I cancelled my service earlier this week and just got a bill, I guess, for the next month. They can remove it or not. I don’t care. I’m not paying it and if they try to force me then get in line.
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Juniper
ACE - Expert
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23K Messages
4 years ago
@Rm9844
If the day you canceled falls within the service dates of the bill you received, you were billed correctly and are responsible for it per the Terms of Service. You may not like it, but you had agreed to it when you got their service, or accepted it later by not canceling when they changed to no longer prorating final bills (change was over 2 years ago). So the bill would not be for next service month, but the one you are currently in. You saying that you don't care matters not. You are held to the same rules as everybody else. That is the reality.
Here is the notice they sent back in 2018 when it changed. The link itself is no longer current as they have updated their site since then. But these are the billing rules for over 2 years that all us customers are responsible for.
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).
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Rm9844
New Member
4 years ago
I know what the reality is but it’s also that I’m not paying it.
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Juniper
ACE - Expert
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23K Messages
4 years ago
Refusing to pay bills you owe and ignoring reality? Yeah, that's not going to end well.
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