1 Message
Disappointing service
feedback:
Subject: Disappointing Service and Unresolved Billing Issue
I am writing to express my extreme dissatisfaction with DIRECTV’s handling of my billing issue. You charged me double for my bill and have refused to issue a refund despite multiple calls and false assurances.
I have called your customer service team four times:
1. The first time, I was told the refund was being processed.
2. The second time, I was told I would get the money back within five days.
3. The third time, I was told it would appear in my account “any day now.”
4. Today, I was told that the double payment was just applied toward my next bill instead of being refunded.
As someone on a fixed income, I cannot afford to pay twice for any service. I have given DIRECTV ample time to return my money, and your continued refusal is unacceptable. I feel like I’ve been misled by a series of false promises.
Given this terrible experience, I would strongly urge anyone considering DIRECTV to think twice. In my opinion, this company does not value its customers or handle their concerns with honesty.
Sincerely,
(Edited per community guidelines) (soon to be an ex-customer)
Juniper
ACE - Expert
•
22.4K Messages
1 month ago
With an overpayment being credited to the account, an agent can make a refund request. That goes to their back office finance which may take up to 10 business days to approve/deny. I suspect the agents you spoke with honestly expected a double payment to be automatically refunded, instead of just credited to the account (which is more common if there was an incorrect charge on the bill they have to reverse), and should have verified the process instead of answering with assumptions.
For official feedback on this issue, and that you've already called multiple times, I would consider a BBB complaint. That takes your concerns to the corporate level. Usually get contact back from their Office of the President within a few business days.
If you still are canceling, a big thing to be aware of is that cancellations go through at the end of your service month. There is no prorating the bill for a partial month. Something to consider so you avoid or minimize paying for any overlapping service time with another provider.
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