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Wednesday, November 22nd, 2023 8:39 PM

credit refund

My bill shows a credit balance and my services have been terminated and equipment returned.  how do I get my credit refund?

ACE - Expert

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20.6K Messages

7 months ago

As DirecTV no longer prorates the final bill, to have a credit balance is very unusual.

Historically any remaining credit balance is auto refunded once 30 days have past since the account was closed (which is now end of the cycle as they don't count it mid-month anymore). If that credit balance remains at that point, you call DirecTV so they can do a manual request which is usually approved/denied within 10 business days.

Any refund issued is a prepaid card.

1 month ago

I was a loyal on time paying tv customer since 2006--loved my DTV and NFL Sunday ticket so this past year they no longer carried the NFL so switched to UTUBE TV which now carries NFL.  I returned my equipment and was owed a refund.   They send me a bill showing automated refund on 04/22/2024--checked my bank card since that was the only form of payment I used to pay my DTV service and no refund.,  So I contacted DTV and asked about my refund to which they informed it was escalated because they were clueless where it went but maybe it went to a company that does refund thru prepaid credit cards.   They told me to call back within 10 days.  After my 10 days contacted and they still did not know where it went but was given number to a prepaid card servicing department that when I called they had no information for me and referred me back to DTV.  I did a 3 way call again with DTV on the line at which the prepaid service explained they did not have any information for me to which DTV replied it was already out of their hands as the account was at 0 and I would have to dispute it with the prepaid credit card company.  And their sales department calls me every day to come back to Directv----I will never go back to this shady company.  So much for being a loyal customer.

ACE - Expert

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20.6K Messages

1 month ago

@abelaguirre1957 

As mentioned months ago, having a refund should not happen anymore for most. There is nothing to credit upon canceling the account.

Why did your account have a credit balance to begin with? That bill does it use the term "refund" or is it calling the item something else?

If there was a refund, customer support should absolutely be able to see when and how issued. I would callback during normal business hours, when you get the voice system say "cancel" (since that department is usually more experienced agents), and if needed request a supervisor. They should only refer you to the card issuer if it is confirmed refund went through them, not because agent doesn't know how the refund left your account to begin with.

(Seems a bit ironic or such to complain with "so much for being a loyal customer" when you had already canceled to begin with).


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