Welcome to the DIRECTV Community Forums - connect with users, ask questions, and find answers!

Eliz222's profile

Contributor

Saturday, January 26th, 2019 12:17 AM

Deceased direct tv account owner-who to contact

My mother passed away and I am her Personal Representative and have her death cert and all the paperwork but I’ve been transferred to 7 different numbers and NO ONE has the knowledge or authority to help me. What is going on! If someone  asks me who her favorite singer is one more time I’m going to lose it. I DON’T KNOW. Who do I contact to get control of her account. It’s not the Customer Loyalty dept. It’s not Integrated Technical Support. What is the protocol?!!???

ACE - Expert

 • 

20.1K Messages

5 years ago

Call DirecTV 1-800-531-5000
When you get the voice system say "cancel" as this should route you directly to the cancellation department.
Let the agent know up front the account holder is deceased so they can go over the proper procedures, including sending final billing info to the "Executor of the Estate".
Historically DirecTV waives any Early Cancellation Fee (ECF) if the account has a service agreement remaining.

Formally this was all done over the phone. Now with AT&T being more strict on security, they may have you send in documentation (such as Death Certificate) to make sure this is not someone trying to make changes without the account holder's permission or the account owner is trying to get out of their billing responsibility. But over the phone they can get the ball rolling by informing you what needs to be done.

If your mother had any AT&T services as well, not just DirecTV, you will need to speak to the AT&T side of the business. Their number is 1-800-288-2020 (in case there are any transfer issues going from one side to the other).

New Member

 • 

4 Messages

1 year ago

here's one for you!! my mom passed away & on the same day, directv charged her credit card.  both the credit card & dtv accts were PAPERLESS, so i had no idea either existed until i just received a PAPER notice in the mail about her overdue credit card.  when i inquired, they told me about the dtv charge ... i called dtv and was transferred to a "kato" that refused issuing a credit because they weren't advised in a timely manner that she'd passed.  i asked when was a paper notification sent out, like when dtv closed her acct for lack of pymt ... there NEVER is any paper notification, everything's via email ONLY.  i asked for a manager & he actually said he was "above any manager". the most awful experience for someone who's just lost their best friend!!  someone pls tell me it's just "kato" and not how directv does business ... PLEASE!!!!


NEED HELP?

New to the Community? Visit the Community How-To and Guidelines to get started.