New Member
NFL Sunday Ticket billing continues after cancellation
On 8/11/2020, I called to cancel the NFL Sunday Ticket. Spoke with a nice customer service agent named Vanessa who assured me this would happen, offered a discount for a year and cancelled the ticket. Or so I thought, I didn't get the games, but I continued to be charged $48.99 in monthly installments. I didn't pay the monthly installments, only the part of the bill for actual service (& taxes). Then the late fees started. Two more calls to customer service and five chats later, still being charged, still no games on tv either. We got the office of the President involved - LeShonda refunded three months of charges and late fees, but the next month I was charged again. Now they're threatening suspension if I don't pay the entire bill. In case no one noticed, we're in a pandemic, I certainly don't have extra money to send & then wait for incompetents to refund me. I emailed customer service on 2/2/2021, a rep named Peter suggested I CALL customer service - like I hadn't done that three times already. How can I get this resolved once and for all? Nobody wants to pay for service they aren't receiving. Thanks in advance for any assistance that's helpful.
Juniper
ACE - Expert
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22.9K Messages
4 years ago
Well August was before the season started. From your explanation I suspect the original agent not only didn't complete the request but didn't note it either. Later in the dispute they as a courtesy covered 3 months worth, as they didn't have anything supporting an error to cover it all. Until such time as DirecTV adjusts the bill (if ever) it is valid and service interruption can happen. They don't put a hold on the account if you have a dispute.
Working with Office of the President is the corporate level, so taking it as far as you can. If that wasn't through a BBB complaint, I would consider submitting one as that is your last shot.
The NFL Sunday Ticket is one cost for the season, just spreads it out over 6 installments to make it easier for most people so has nothing to do with how much is watched. Keep an eye on your bills, in particular June forward. The renewal notice is on June with 1st installment in July, so just make sure the renewal was turned off.
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brucewking
New Member
4 years ago
Juniper - Thanks for your response, I went to the website to make sure Sunday Ticket didn't auto-renew, it isn't even showing up on my account. Like I said, the service was turned off after the 1st call, just the billing didn't stop, and still hasn't. I'll try the BBB option & keep calling. This has been such an awful experience and I'm worried they'll wreck my credit. I have transcripts of all my chats and emails, will also try the office of the President again. Thanks again.
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Juniper
ACE - Expert
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22.9K Messages
4 years ago
You're welcome. Glad I was at least able to provide one more option to try.
That 1st agent messed up pretty bad so that later agents couldn't fully fix it. I think they need to add a confirmation email about the NFL Sunday Ticket being removed, or notice via the online account, so you can verify 100%. Would avoid situations like this.
But customer support not having access to chat transcripts, not even though a supervisor escalation, is a huge issue in my book. That disconnect removes too much accountability. Either they need a method to review/submit those transcripts when there is a dispute or question, or they need to do away with the option completely.
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brucewking
New Member
4 years ago
Just to let you know, I also made a comment on the AT&T site on Instagram. The social media department got in touch the next day and the problem was completely fixed yesterday (2/12/21) with all the charges and fees reversed. So, again, thanks for all your help and suggestions.
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Juniper
ACE - Expert
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22.9K Messages
4 years ago
Awesome it's fixed. Sorry you had to take it as far as you did, but glad it worked out in the end.
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