Contributor
Desperately trying to pay early termination fee on closed account
Good Morning, I am desperately trying to pay an early termination fee on a closed account. I received a bill via email for $180, however the link in the email does not work and the website prompts me to login. However I can't login because my account has been deactivated. So I called customer service three separate times this morning with each conversation lasting approximately 20 minutes. None of the customer reps could find my account and were confused about what I was trying to do. The conversation eventually devolved into them asking me why I cancelled, would I be interested in signed up again, etc. Total waste of time. Then I tried to pay via text message. I thought this was going to work, however the wrong card is on file for payment and there is no option to change it. So now I am at a total loss about how I’m supposed to make this $180 early termination payment. Any help would be greatly appreciated. I’ve never worked so hard for someone to take my money!
litzdog911
ACE - Sage
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46.4K Messages
5 years ago
Call DirecTV at 1 800 531 5000 and say "cancel" at the voice prompt to connect with a more experienced support rep. You might also have better luck using their Chat support. Good luck.
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Nevermore52
Contributor
5 years ago
That's what I wanted to do, but unfortunately I never get the voice prompt because the system no longer recognizes my phone number or account number 😞
I will try the chat support, but I don't you can access it unless your logged into an account. I'll try again though, thanks!
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litzdog911
ACE - Sage
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46.4K Messages
5 years ago
That doesn't make any sense. Calling 1 800 531 5000 and saying "cancel" at the voice prompt shouldn't have anything to do with your account status.
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Nevermore52
Contributor
5 years ago
The first prompt is "Is this the same phone number associated with the account you're calling about?" If I respond "yes" then the system says it can't find an account associated with my phone number. Then it asks for my account number, which the system also can't find. If I say "no", then it prompts me for my account number, which again it can't find. Either option eventually leads me to being connected to an agent with no voice prompt about why I'm calling. Its a very frustrating circle lol.
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litzdog911
ACE - Sage
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46.4K Messages
5 years ago
Ask to be transferred to a "cancellation retention specialist". Or try Chat instead.
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Juniper
ACE - Expert
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22.9K Messages
5 years ago
@Nevermore52
Make sure you are calling the DirecTV customer support number, and not the AT&T one, as there still may be differences depending which side of the "house" you call. This is a good chance why it cannot find an account referenced to that phone number.
Verify you are providing the DirecTV specific account number, as even with a combined bill they are different accounts and services.
Even if a front line agent cannot find the account, they should still be able to transfer you to cancellations.
Account number and phone number are the quickest and most common way to find the account. But they can also check service address and match to your name to find it, or even by the access card number if you still have any of your old DirecTV boxes. Even if an old box deactivated years ago, it would still pull up in their history.
Good luck.
Consider if you gave DirecTV a different phone number tha
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