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1 Message

Friday, October 4th, 2024 7:15 PM

How do I file a complaint?

We called on Sept 20 to cancel our account. We were told we were in the middle of the billing cycle and that it would end 10/11. I got charged for another month on 10/4. When I called to ask about this they explained that is how the billing works. That doesn't make any sense that we in theory got 2 weeks free prior to payment. What company does that? Of course, I called to see if anything can be done as we were not expecting the charge and shocking nothing can be done. 

ACE - Expert

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20.6K Messages

2 months ago

Your billing cycle started the day you where installed, on day 2 your bill is made and sent or payed if you use autopay, on day 20 the bill is due.

You can cancel at anytime but it doesn't go into effect until the end of your billing cycle and you still receive service until then and you have 21 days to return returnable receivers at that time.

Your billing cycle ended on Oct. 3.

ACE - Expert

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22.4K Messages

2 months ago

Several years ago, DirecTV joined other service companies in that cancellations go through at the end of the bill cycle. If you are on autopay with a credit card, it transacts on day 2 of your bill cycle.

So if payment went through on 10/4, then that would indicate your cycle starts over on the 3rd of each month. Meaning calling to cancel on Sept 20 means your last day of service would have been 10/02.

This says to me either the agent didn't cancel your service, resulting in the cycle starting over or your autopay is through another method (such as EFT) which goes through much later in the cycle. I would look at the bill and double check what your actual service dates are to see if account didn't cancel or there was a misunderstanding what dates the payment was for.

Please read this if you receive DIRECTV, AT&T U-verse® TV, AT&T Internet, AT&T Phone, and/or AT&T Fixed Wireless service(s). We want to remind you that you’re billed in advance for recurring service(s) and/or programming charges and applicable fees based on the terms of your current service agreement(s) with us. Starting January 14, 2019, subject to applicable laws, we’re updating your agreement(s) to include your recurring service(s)/programming charges and fees won’t be prorated if you cancel the above service(s) on any day other than the last day of your billing cycle. Your service(s) will continue until the end of your billing cycle but you won’t get a refund (prorated credits) for any remaining days left in your billing cycle. For products not listed above, refer to their terms of service for more information.

ACE - Expert

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22.4K Messages

2 months ago

Also check the bill in case it was canceled but there were final one-time charges to clear the account, such as Early Cancellation Fee (ECF), unbilled PPVs, etc.

In the event it is the account wasn't canceled in the first place, the only way to resolve is to call. That is also how you submit a complaint. When you get the voice prompt say "cancel" and you should be routed to the correct department.


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