New Member
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3 Messages
Cancelling Service
Today I have called DIRECTV to cancel my service due to the continued annual increase in cost. My 'plan' dates are from the 28th through the 27th of the following month. I found a less expensive plan elsewhere with a 2-year contract (no increase in price for 24 months). Today I had the installation of the new plan and immediately called to cancel my DIRECTV service. I am on an automatic credit card charge for payment on the 5th of the month. Customer service told me that even though I cancelled service today, I have to pay through the 27th so I have to pay for 24 days of service that I'm not using. That's really poor customer service. No wonder people are dropping cable and just streaming!
Accepted Solution
Juniper
ACE - Expert
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22.9K Messages
3 years ago
Many service companies have changed to a flat billing model. Been this way for years.
Notice from 2018:
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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I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000, DIRECTV STREAM 1-888-429-4023
www.directv.com
(AT&T has sold off their share in DirecTV)
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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rekordbox28
New Member
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42 Messages
3 years ago
You just cant accept the fact that it's the reality when it comes to billing. What a shame.
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detuch254
ACE - New Member
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5.2K Messages
3 years ago
@rekordbox28 alright but it is also a shame that you feel inclined to tell everyone who posts on this forum that they are greedy and immature for being unable to pay their bill. Not everyone can afford DIRECTV service and there are times when we may struggle. So just be aware that repetitive comments will not serve you well on this forum if this continues to happen.
DIRECTV SATELLITE support: 1(800)531-5000
DIRECTV STREAM support: 1(888)429-4023
DIRECTV for BUSINESS support: 1(800)388-2505
DIRECTV DEALER/INSTALLER support ONLY: 1(800)323-1994
For common errors, hit that RED reset button!
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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vjpdirect
New Member
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3 Messages
3 years ago
If this is the procedure, I should have been told when I signed up. If I had known, I would have cancelled my service on the last day of my "plan" rather than four days later.
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Juniper
ACE - Expert
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22.9K Messages
3 years ago
@vjpdirect
If you signed up after the change took effect, then it would have been a nice courtesy for them to tell you up front. However, it is our responsibility (the consumer) to read through the Terms of Service (ToS) as we shouldn't expect a sales agent to go over every possible scenario.
However, if you got service before it took effect, well they send notices anytime there is an update to the ToS. And they certainly did in this case.
To be clear, I am not a fan of the change to flat billing (with them or other services I have). But from discussions with others who cannot (or will not) understand prorated billing, which results in additional calls, I can see from a business standpoint why they would make that change. But I would have preferred it to have stayed the old way.
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(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000, DIRECTV STREAM 1-888-429-4023
www.directv.com
(AT&T has sold off their share in DirecTV)
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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SuzeP1245
New Member
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104 Messages
3 years ago
Hmmm...I thought they prorated when you cancel service. Maybe I should find out my billing dates so when I cancel my service, I'm not paying for the weeks where I will not be watching.
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Juniper
ACE - Expert
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22.9K Messages
3 years ago
@SuzeP1245
DirecTV used to prorate the final bill. In 2018 they notified us customers it would change in January 2019. So it changed about 3 years ago. This change is common among service providers in the last few years.
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(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000, DIRECTV STREAM 1-888-429-4023
www.directv.com
(AT&T has sold off their share in DirecTV)
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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DIRECTVhelp
Community Support
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255K Messages
3 years ago
Your bill period is right at the top of your DIRECTV monthly charges.
Please let us know if you have any question. We're here to help.
Camila, DIRECTV Community Specialist
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SuzeP1245
New Member
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104 Messages
3 years ago
Thank you @Juniper. I'm guilty of ignoring those notices!
@DIRECTVhelp I will take a look, thanks for your response.
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Juniper
ACE - Expert
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22.9K Messages
3 years ago
@SuzeP1245
You're welcome. I wasn't happy about the change as I liked the specific accuracy of the old way. But I do see from a business standpoint why they did so to make it easier all around. Too many people could not (or would not) understand prorated billing I'm afraid.
-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000, DIRECTV STREAM 1-888-429-4023
www.directv.com
(AT&T has sold off their share in DirecTV)
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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vjpdirect
New Member
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3 Messages
3 years ago
Some of you are totally missing my point. It doesn't matter whose service we're talking about. When I canceled my previous cable service prior to signing up with DIRECTV, I unhooked all of my equipment and returned it to one of their local offices and my final bill was prorated through the day the equipment was returned. What if your auto insurance was paid through the last day of the month and you wanted to cancel on the 15th, wouldn't you expect a refund for the days not used? Not prorating only benefits the service provider, certainly not the consumer.
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Juniper
ACE - Expert
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22.9K Messages
3 years ago
@vjpdirect
I've talked with people who called and complained because they couldn't (some I honestly think wouldn't), understand prorated billing. That time and effort is wasted for the company, when call centers are dependent on an average call or handle time (a tangible resource for them). Resending bills to show proration and any hassle with possible refunds. And there have been people who call later to claim they didn't receive their refund in the mail or that they got it but it just sat around until it eventually expired.
Yes it is a change that leans in favor of the service provider, but they are not the only one that benefits. It simplifies the billing for the average consumer. I would say it would be helpful for agents to disclose this upon canceling, but as has been in the Terms of Service for a few years now, there is no requirement they do so.
In the end, they made a change fully within their right and made the announcement of it in 2018. Now 3 years later after the change went into effect (Jan 2019), it is now well established and so for those of us who choose to cancel we schedule it accordingly.
-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000, DIRECTV STREAM 1-888-429-4023
www.directv.com
(AT&T has sold off their share in DirecTV)
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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