Cancellation of direct tv

Calls might be recorded or monitored for training and quality purposes, not record keeping itself. You can try requesting a supervisor see if the call was captured, and to review it if one is found. At least before the new account system they use now, if you called and requested something like "cancel", there would be a automatic system not about the key reason even if the agent themselves forgot to type any notes. From my understanding there are different areas in their system for manual agent comments and automatic system notes, and not all agents are familiar with the latter.

However, the other concern is that the bill would still be going out confirming not closed and a balance is owed for the last few months. That should have been the heads up to contact DirecTV much sooner about the situation. This is why they have their 60 day dispute policy to allow reasonable time to review the bill.

Hopefully they can find information to support the original request to have service canceled. Even if they do find what is needed, do not expect the entire time to be credited if December 18 was not the last day of your service month but somewhere mid-cycle. DirecTV Terms of Service is flat billing, that is you pay for the full service month even if you chose to stop service partway through. For reference here is the notice sent in 2018 informing of that update.

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).