Contributor
Change billing account name to surviving spouse
My husband died in March and I have been trying for months to change the billing name from him to me. Have gone to AT&T stores with proof of id and death certificate to no avail. There has to be a solution. Help!! Has anyone solved this?
Juniper
ACE - Expert
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22.9K Messages
6 years ago
Call DirecTV. When you get the voice prompt say "cancel". Let the retention agent know account holder your situation; Account holder deceased, surviving spouse does want to keep. Hopefully they will be able to go over another method to send in the documentation. Normally the stores cannot assist with existing accounts as they are not employees of DirecTV, so can only send orders for new service (similar to 3rd party retailers).
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Donamar2
Contributor
6 years ago
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Juniper
ACE - Expert
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22.9K Messages
6 years ago
@Donamar2
This is a customer to customer forum, not official support. Though there "Cares" team is official support, it is low staffed so only responds to posts once in a while.
The process has changed. Used to be you call in regarding the situation and customer care makes the update, having their back office do whatever verification they needed. Now to avoid issues after the fact, AT&T requires documentation first before the change is allowed. The retention department would be the ones to correctly inform you on what method(s) they have to send in the required paperwork as this is well within their scope.
I would love to see some clearer answer on this as well as the question comes up time to time. Perhaps one of those with the "employee" tag (on their personal time, not official capacity), can chime in with clarification.
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Donamar2
Contributor
6 years ago
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