Contributor
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2 Messages
I lost my job
Last year I had my Directv account suspended because I had no job and no way to pay. We disconnected all boxes in the house and are using local networks only. We kept the internet, at $30 a month, because it's a way to communicate and my daughters use it for school. My bill is now over $300. The suspension ended without our knowing and we are charged for service that we did not receive. I called and was given hope by the first person I talked to and was transferred to someone else. The next person suspended my account again and transferred me to a third person. The third person said I was responsible for the over $300 bill and it had to be paid. We did not receive this service. I had surgery and I am trying to walk again. I cannot get employment until I am able to work. I tried to explain, but was told there is nothing that anybody can do. I will be responsible for $300 of service that we did not receive.
DIRECTVhelp
Community Support
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255K Messages
6 years ago
Hi There @mm21610,
Thank you so much for posting.
According to this article: Suspend DIRECTV service, It does state " Keep in mind that we apply a fee of up to $7 per month for suspended accounts." Also, please check out the following conditions for "Suspending your server."
1.)You must suspend the account for at least 30 days and no longer than 6 months.
2.)If you agreed to keep a certain level of programming to get a special offer or lower equipment price, you won’t be able to suspend your service.
3.)You must have no balance due on your account.
4.)If you only have 1 account, you can suspend it 2 times in a 12-month period. Have 2 or more accounts? You can suspend each one a maximum of 4 times in a 12-month period. If applicable, we’ll extend your service agreement for the amount of time you suspend your account. For example: Your service agreement expires in June, but then you suspend the account for 4 months. The updated service agreement now ends in October.
5.)We can’t extend recurring or promotional credits. For example: You signed up for a 12-month offer that gives you a $10 credit each month. You have 6 months of the offer left, but then you suspend your account for 2 months. You won’t get the credits for those 2 months. You’ll get the remaining 4 months of credits after you reinstate your account.
6.)If you have an active sports subscription installment payment, you’ll still owe the installments that would have been due. We’ll bill you when you reinstate your account, even if the season has ended.
If there is anything else that we can do for you, please reach back out.
Matthew, AT&T Community Specialist
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Juniper
ACE - Expert
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22.9K Messages
6 years ago
@mm21610
That is a tough situation. Unfortunately service cannot be suspended indefinitely, only a maximum of 6 months within a 12 month period. The agents were correct about unable to waive the costs incurred while the account was active.
Your option is to either minimize the service, and then once finances catch back up to raise it up to a more comfortable level, or to completely close the account.
If you need to suspend service another time when you qualify, here is the info: https://support.directv.com/account-management/2430
The suspends do now have a monthly fee of $7 for the Vacation Hold.
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mm21610
Contributor
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2 Messages
6 years ago
How do I return the equipment?
Where do i take it?
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litzdog911
ACE - Sage
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46.4K Messages
6 years ago
Have you called DirecTV to cancel your account .... 1 800 531 5000
They should provide instructions for returning any equipment that they want back. Older equipment does not need to be returned. Newer equipment is returned by taking to a UPS or FedEx Shipping Center, along with your account number. They'll box it up and return. Be sure to get tracking information, just in case.
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Juniper
ACE - Expert
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22.9K Messages
6 years ago
Call DirecTV 1-800-531-5000 and when you get the voice system say "cancel". Be prepared that the agent will be required to ask why you are cancelling and try to find a solution to keep you as a customer. If their options don't work, politely and firmly decline, and continue with the cancellation.
Cancellation will go through at the end of your service month, no sooner.
If you have any returnable models, they get taken to a participating FedEx or UPS store (not USPS) for your free return. Have your account number handy and make sure to get receipt showing they took possession. If by chance you are over 10 miles away from a participating shipper, then DirecTV uses the old process of sending you a return kit.
What are the models of each of your boxes?
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