New Member
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3 Messages
Billing - Past Due Question
I have a question when u get told that your service will not be turned off and you make a payment set for a certain date they just cut it off and don’t even admit they screwed up
Then after I had to pay my bill when I don’t have the money bc I’m in the navy on a ship on deployment trying to keep my family taken care of
Kept me on the chat for 3 hours and still nothing
They only wanted that money and said my payment I had set which is still on my account was no good but I have a email and all that it was good and my service was good till that day I’m over this company they don’t care about the customer at all
Lbaker1
New Member
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3 Messages
5 years ago
Also they made me pay 3 months before they would turn it on
I have family back in the states I’m out here fighting for our country and they could care less I see how they do military and then people affected by the virus
Then I spoke to someone n he said I can credit u 25 bucks on a card I haven’t had in over a year but said he can only do it on that card
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Lbaker1
New Member
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3 Messages
5 years ago
I want to know why you turn service off when I send a payment arrangement saying I will not loose service and then by to say I had a return check which I didn’t your agent canceled the payment so we can do the payment plan but today my service is off and I want 3 months of bills
I am so over this I have talked to everyone but no manager or anything called me like I was told they would
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Juniper
ACE - Expert
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23K Messages
5 years ago
If you are past due and make a payment arrangement (not "Promise to Pay"), then service should not be shut off as long as there is no past due by the extended service interruption date. Once interrupted then normally balance in full must be paid to restore service.
Historically if a payment arrangement was set but service turned off before the scheduled date (per system issue or agent noted a different date but scheduled earlier in error), then a work around for their agents was to submit credit on balance so system would allow reactivation of account, once back credit was reversed to accurately show balance. Wouldn't change what was owed, just a refresh apparently to get around an actual error with a payment arrangement.
Call DirecTV and when you get the voice system say "cancel" so an experienced retention agent is who you should be routed to. See if they can refresh the balance, possibly with supervisor approval. That is provided the info is there that a payment arrangement should still be in effect. Wish you luck.
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