3 Messages
Need help with account in writing
I have switched from Sattelite to DIrect Stream (which has been great :) ) however I continued to get billed on both, I have stream on auto pay so no issue there, my question is, I did call, and told them I had already switched, I received a follow up email from Direct, saying they got my request, and no need to return equipment, to recycle it and there is even a barcode on the email, fast forward to this week , still been charged and now its up to like 400 plus dollars and that I will be charged for equpment- what?! Luckily I haven't recycled like they said but I owe my last month I believe but not 3 months, I would like to email and attach the documents I received from Direct saying they got my message and no problem and no need to return equipment as well as adjust my balance down to 1 month, need to have it all in writing since I am getting mixed messages. Any help would be greatly appreciated. Thank you
shannon02
ACE - Expert
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20.8K Messages
7 months ago
This a customer to customer forum with no access to any accounts, so unless DTV help sends you a PM/DM there is nothing we can do.
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Juniper
ACE - Expert
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22.5K Messages
7 months ago
There is no automatic switch as you could have both if you really wanted to. Have to call DirecTV and when you get the voice system say "cancel" to route you to the correct department. Be aware billing and service continue for the full service month, it does not prorate. Cancellation can only be done over the phone, not through chat or any other message (though if the forum help team can fix this through DM would be a nice surprise).
If you had already called DirecTV (satellite) to cancel, then as long as the agent sees the original request they should close the account and credit back to the end of the service month it should have closed out. Request a supervisor if needed.
Any returnable models get taken to a participating FedEx/The UPS Store location with your account number for the free return. Make sure to keep receipt showing they took possession of those boxes.
(edited)
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DIRECTVhelp
Community Support
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254.5K Messages
7 months ago
Hi, @lisaanne13. We're sorry you're still being billed for your Satellite service despite switching to DIRECTV STREAM. We'll send a DM to help you check those charges.
John, DIRECTV Community Specialist
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lisaanne13
3 Messages
7 months ago
Thank you so much, do you need my email address?
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Juniper
ACE - Expert
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22.5K Messages
7 months ago
Do NOT post your email. A Direct Message (DM) is internal to the forum. You will get a notification (speech/text icon) in the upper right (immediately to the left of the bell icon) when the forum team sends it to you. You should receive an email auto notification from the forum to check it.
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lisaanne13
3 Messages
7 months ago
lol thank you, I'm new to this haha :)
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shannon02
ACE - Expert
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20.8K Messages
7 months ago
You also need to be logged into the forum account to see DM/PM.
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