Contributor
Death of primary account holder
My wife passed away in August she was the primary account holder. I have been trying to transfer/change responsibility. I contacted customer service and was told to take the Death Certificate to an AT&T store which I did and the rep. verified it. I contacted customer service again and was transferred to another dept.. The person I spoke with was unable to transfer responsibility at their end. I was told to go to AT&T change responsibility. I tried to do that but I was unable to find a link for DirectTV . My 14 days are almost up and I will have to go back to the AT&T store again. Can anyone help me with this matter?
Thank you
Juniper
ACE - Expert
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22.9K Messages
5 years ago
Sorry for the hassle you are going through on top of your loss.
This process has changed and is still a bit bumpy. Previously with DirecTV you just called and completed it over the phone, and their back office did whatever verification was needed. Now AT&T has you submit proof first, which protects the account more than the old way.
So the question is if there is a delay on approving what has been submitted, or an issue with the submission from the store in the first place. Call DirecTV back and when you get the voice system say "cancel" which should route you to their retention department. Confirm account holder deceased and as the surviving spouse you are trying to keep the account and have already submitted death certificate with store. Agent should be able to check status on the account and see if they are waiting on anything or if it is something that will need to be escalated to a supervisor (since historically DirecTV call center agents have no outbound contact with AT&T stores).
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gazoo70
Contributor
5 years ago
gazoo70
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Juniper
ACE - Expert
•
22.9K Messages
5 years ago
You have to submit it again? That is annoying. If this is the same store, I would ask what happened with the prior attempt (if customer support didn't already clear up what happended).
I hope this time everything goes through ok. Good luck.
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