Contributor
Direct TV/Centurylink lack of communication is hurting income and taking dozens of hours of my life
I signed up for Television and Internet thru Century Link as a bundle in a tiny city where there is no cable television or cable internet. I got Direct TV Satellite and DSL. When I signed up thru Century Link I was offered 3 months of a free movie channel service thru Direct TV. After 60 days I cancelled it. I did not go to 90 and was not using it at all. And so it begins...I called Direct TV and cancelled it then I got my bill from Centurylink and it was 55.00 more for the movie channel that had been cancelled back in October. So I contacted Centurylink, they put me to DirectTV, I talked to DirectTV and they put me thru to Centurylink, I talked to Centurylink and they put me back to Directtv and over and over and over again for over 4 hours in beginning of November. Direct TV showed the service had been cancelled the movie channel, and gave me credit for the mistake but I still had to pay for it to Centurylink or was going to lose my service. DirectTV told me that the next month should show the credit and that the service had been cancelled so I would not be charged again. Then the next bill came from Centurylink. Once again showed the 55.00 for the movie channel that I do not have anymore at all, did not show the credit that Directtv says I have at all, and once again I have to pay for the service that I do not have at all to Centurylink and the credit is still not on the bill that DirectTV shows I have. In other words when I talk to DirectTV they show I do not have the movie channel, and I have a credit of which has now gone up to 160.00 but on my Centurylink bill it does not exist. So once again, called Centurylink, they referred me to Directtv, DirectTV sent me back to Centurylink, Centurylink sent me back to Direct tv over and over and over 5 hours later and once again I had to hang up because I have a real life I have to manage and cannot be on the phone for hours and hours every month because DirectTV and Centurylink cannot communicate with one another. CenturyLink blames DirectTV and DirectTV blames Century link but the only person being hurt by it all, paying the price and being punished because of their lack of communication with one another is me. Before gave up today CenturyLink said that they cannot receive credit information from DirectTV and that DirectTV is not sending them my monthly service bill showing the movie channel was cancelled back in October. DirectTV told me they do not show me having the movie channel and show now a large credit because Centurylink is still getting money from me for the channel I no longer have and they do not understand why Centurylink is not giving me the credit and still sending me a bill with a charge on it that they cancelled. So here we are..I have to pay the bill to Centurylink for services I have not had since October, that DirectTV cancelled and gave me credit for and the credit is building up because Centurylink is still charging me because they don't take credits from DirectTV according to them. Please for the love of god help me. Hours and hours monthly last two months have been spent trying to fix this issue, I have to keep my service because I live in an area that sometimes phone does not work so I need my internet so last month I went without one of my prescription meds so I could pay this bill that I do not owe on but have to pay on or lose my service. I am on Social Security limited income. Please you two communicate and fix this I am begging you.
DIRECTVhelp
Community Support
•
254.9K Messages
5 years ago
Hi @PJlucyloo!
Thanks for your patience, we apologize for the delay in responding. We know when it comes to billing matters you need an answer quickly, so we recommend contacting us via chat or voice support for faster service.
Just choose your product, and then scroll down to the chat live option for immediate support. We always want to help in forums, but there can be a delay and don't want you to have to wait!
Please let us know if you have any other questions.
Yetty, AT&T Community Specialist
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PJlucyloo
Contributor
5 years ago
I have tried the chat button a few times it is not working for me. I did speak to somebody on the phone....again...and got some more information but I am still paying for second month in a row a service that was free while I had it and when I cancelled it because if I do not pay it Century Link will cancel my service. The person I spoke to at Direct TV once again just said to subtract the movie channel amount. I did find out something new though. I cancelled the movie channel via telephone on September 26th I believe. It was the same day I ordered a new remote so the day of the original cancellation can be looked up. It did not get cancelled though.. I could not remember if it was end of September or beginning of October. I got the free service on August 27th so basically I had the service one month but..on that day I cancelled I also ordered a new remote so that is why I know the date I cancelled however it was not cancelled for some reason despite that being the reason I called Direct TV. When I got my bill in November and saw the movie channel bill on it I started with all the phone calls and confusion. Direct TV cancelled the movie channel on November 4th after my call even though I cancelled it back in September so somebody made a mistake. Despite that the service was still supposed to be free till 11/27 but I had to pay it in November bill to Century Link. Direct TV told me to just subtract it from the bill but Century Link will not allow that. Direct TV gave me a credit for being charged for it but the credit did not make it to Century Link neither did the cancellation. Here I am in December now and once again same thing. Century Link says they still do not have a credit or a cancellation so they are paying Direct TV so I have to pay them or all my services will be cancelled. After I spoke to Direct TV though on Monday and Wednesday once again they just said to subtract the movie channel from my bill. I cannot do that. I am on a limited income so there will no Christmas gifts for my grandchildren after two months of having to pay for something I do not have, was cancelled on September 26 originally, I am getting credits for from you all, but I still have to pay to Century Link. I am so worried this is going to continue because Century Link still has no reason to stop charging me according to them and that they are paying Direct TV so I have to pay them. I am so tired of all the back and fourth phone calls. Tired of all of this. I have learned a valuable lesson. Never ever agree to take those 90 day free services ever again. I'm not sure what I am going to do to pay this bill again. Last month I had to not get a prescription I take. It is not dangerous to not take it but it is helpful to take it but I had to go without because of all of these mistakes between the two companies. I am the one paying the price for this lack of communication, errors in cancellation calls, lack of in sync rules between the two companies. So this month the money I save before Christmas to send my grandchildren Amazon card gifts has to be used to pay Century Link for a service they are paying for and say they do not have cancellation or credit information so I have to pay them for what they are paying Direct TV. I do not know why chat does not work. Sorry.
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