Direct TV NOT doing it's Job!

@skeetertk

There is no address just to give. Directv either provides you the return box with the prepaid label that has your account number tied to it so the return is counted, or you are referred to an UPS store if you are affected by the new process. In the 2nd option, yes you just take to boxes because AT&T has a special setup with UPS. You would need to contact Directv to verify which return method you are supposed to use.

If your equipment is old, access card return is more of a courtesy than a requirement. (security of the account, verifying any PPV orders that hadn't billed out, etc.). Perhaps they are old enough we could confirm if they are on the non returnable side. What are the model numbers (not RID or access card numbers) of your boxes?

When you cancel the receivers fall into 2 categories, old and undesirable, and newer and desirable. DTV will tell you to recycle or keep the undesirable ones, and  return their access cards(if they have one minis do not) using the envelope you mentioned. For receivers they want you can return to any real FedEx or UPS store, it has to be a real official store though. Now if you are far away from either store you are mailed an empty box that you put the desirable equipment inside according to it's directions, and you take that packed up box to the post office.

Receiving a return box from Directv within 3-5 days after the last day of service is normal. This box goes out by FedEx to your physical service address. It has an included return label to go back by USPS (not UPS). This is the traditional method.

AT&T has recently been updating the return process. Depending where you live, you may be referred to a local UPS (not USPS) store to have your boxes scanned in and returned for you. This is the method AT&T has used for years with their products.

To verify which return process is to be used, to confirm the physical service address is correct on the account and return order, and to request the FedEx tracking number to follow-up with the shipper, call Directv 1-800-531-5000.

Receiving an envelope for the access cards may happen if your boxes are not returnable models anymore. What are the models of the boxes you have?

DTV encodes your account number on the return label to know it has been returned so you can't just send it.  You can try sending a PM to @ATTDIRECTVCare

UPS has had a relationship with at&t for many years on the uverse side, when all you had to do was take the receivers to ups and they would generate a label to at&t and you would have to input your info. it seems this is the route that AT&T is trying to convert direct tv to based on some forum posts and posts above.

We canceled out Directv on 1-11-2018. Talked to Ryan who confirmed our
account and address said we would receive a package with our return
instructions in 3 - 5 days. IF we didn't return within 21 days we would
lose our $84 overpayment (credit) The package never arrived.

We called the 1-800-531-5000 number on 1-18-2018, and talked to Tiarra. She
confirmed our address, and said we should expect an email and that we would
receive a green envelope in a couple of days. This never happened, still
nothing in the mail.

We called the 1-800-531-5000 number on 1-23-2018 and talked to Pedro   and he said to not worry about returning the equipment within 21 days, that we would only need to return the cars, that our refund was put in
to credit on 1-19-2018. Our connection was terrible and he was really hard
to hear due to all the background noise. Makes me think we were talking to
Mexico or India? He talked about sending a text to our landline phone. We
explained we can't get a text on that number, and gave him a cell phone
number that would work. Never got a text, never got an email, never got our
green envelope or shipping instructions.

Today is 1-25-2018 which is 14 days of waiting for our return package
materials. If I am correct we will NOT be able to return their equipment
within the required 21 days.

I feel like we are getting a run-around so that we will lose our credit, and
I have no physical person to talk to face to face, or even on an email. We
can't ship anything / anywhere without a shipping label or green envelope.

Our boxes are old: Model R16-500 & R-15

At this point it is increasingly frustrating, and very unlikely that we
would ever go back to AT&T or DirecTV.

Thank you for trying to help.  [edited for privacy – please do not post personal information]

Select "Send a Message" ....

R16 and R15? That makes it easy. All SD equipment before D12 (non-DVR) and R22 (DVR, though is HDDVR in hiding) has been non returnable for years. So you will not get a non-return fee (NRF). If you get the envelope send back the access cards of course, but that doesn't result in a NRF if you don't. Recycle the old boxes, but do NOT leave the access cards in them. Just cut up the access cards if you don't get an envelope within about 30 days from closing the account.

If there is no E waste center near you then you can go to this website to get a shipping label to send it to them.

http://www.goodwilldenver.org/dtvcustomer/?referrer=http://insider.directv.com/2013/03/15/want-to-get-rid-of-your-old-electronic-stuff

Newer agents, including those coming over from the AT&T side, are just not as familiar with equipment. Probably wanted to shorten their call times instead of looking up the answer (every second counts with any company's call center I have worked at). But this I feel should have been a very easy answer. After all SD TVs haven't been made in several years, and Directv grandfathered SD boxes back in 2015, with the expectation that in 2019 the SD (MPEG-2) broadcasts would cease (though AT&T acquisition could change the end time).

If I recall correctly, the refund should be issued 30 days after your account disconnected. Either electronically back to your card on file, or a mailed prepaid Visa card.