New Member
Charged after cancelling service
I cancelled my service on January 19, 2021 after over 10 yrs of being a customer.
The guy who worked with me had me mail in my equipment.
Then this week, I was billed for a month of service I cannot use because I turned in my equipment and cancelled my service.
I called customer service tonight (February 3) and was told by 2 separate representatives that they could not do anything about the money and that no manager or supervisor was available either. The Reps were both very apathetic.
I think it fairly unethical to charge me $170 for a service I cancelled and then to tell me I can't have my money back.
I want my money returned to me.
Who can actually help?
shannon02
ACE - Expert
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21.3K Messages
5 years ago
Right, DTV changed the prorate policy 3 years ago to you pay for and receive service until the end of your billing cycle regardless of when you cancel your service so if you cancel 1 second into the new billing cycle you pay for the month.
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mightymik8
New Member
5 years ago
Why then did I have to turn in my equipment so quickly?
I was given a deadline to have it postmarked by February 1st.
I understand paying for a billing cycle but ONLY if I can use the service until the end of the cycle.
Fairly asinine policy.
I'm glad I canceled. Customer service has gone to absolute crap in recent years.
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shannon02
ACE - Expert
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21.3K Messages
5 years ago
No idea you have 21 days from the end of the billing cycle to return them and not sure how you mailed them unless you where sent a return box.
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mightymik8
New Member
5 years ago
UPS. They have a contract with them for customers to return it for free.
It was the easiest part of cancelling the service!
Just (Edited per community guidelines) frustrating.
(edited)
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Juniper
ACE - Expert
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23.4K Messages
5 years ago
If by billed you mean auto pay, then that would be your payment for the final month of service. No matter when you cancel, you pay for the entire service month. They stopped prorating just over 2 years ago (updated in Terms of Service). This is in line with other companies who have gone to flat monthly billing. So in that case, yes nothing can be done about the money.
Boxes have 21 days to back to DirecTV from when their service is deactivated. Used to be they sent a prepaid return kit, but now they have the agreement with UPS (like AT&T's return process), so you don't eat up some of that time waiting on the return kit to arrive. Just make sure you hold onto the receipt as there have been issues recently with the new process amidst Covid delays.
Many call centers closed temporarily because of Covid with employees on extended leave. Increased outsourcing support. Influx of agents from AT&T side struggling to clarify differences with how DirecTV works differently then other AT&T services. Increase in people calling in because using TV more at home this days or having additional financial problems. I would gather apathetic would be common until the world returns to a sense of normalcy. Though I agree knowledge of agents after acquisition but before Covid had taken a hit that has a long way to go to resolve.
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shannon02
ACE - Expert
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21.3K Messages
5 years ago
Not only UPS, FedEx has the same deal.
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