New Member
How do I escalate an issue
I was not allowed to escalate an issue over the phone when I expressed dissatisfaction with my service and unfulfilled promises. I was told there was no one else I could speak to and "their hands were tied". This was from the first representative that answered the phone. I'm moving and wanted to cancel my service because nothing was ever done to fix my issues and I am done trying. They still want to charge me an early termination fee of over $400. I didn't even receive the $200 rebate I was promised (plus more). I feel like this was a way to keep me from getting help. My contract wasn't fulfilled by DirecTV/ATT why am I being held to my side?
mdram4x4
ACE - Master
•
6.5K Messages
5 years ago
call back in, say cancel at the prompt
this gets retentions, they can do more than regular CS
0
Juniper
ACE - Expert
•
23K Messages
5 years ago
Though DirecTV normally doesn't waive the ECF for "dissatisfaction", the retention department many times can resolve issues that front-line agents haven't been able to. Depends on the exact situation, including what the account and notes from prior agents show, on what they might be able to do.
Though being a customer to customer forum we have no access to accounts, sometimes we can help each other out especially when it comes to technical issues, special setups, or upgrade considerations. Feel free to post details if you want to see if any other guidance may be given.
0