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B

New Member

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1 Message

Monday, November 28th, 2022 9:24 PM

No Service Since Nov 18

My account number  has been disconnected since November 18. My bill is paid and current. When I call customer service, I  keep being told I have to speak to RSH department at 1-877-684-6120, however I’ve been calling them and never get anyone from that department to answer. It’s always billing, collections, tech, or winback department, and all of them give me the same number and tell me I have to call them. 

Has anyone else experienced this? How do I get in contact with this department? I’m being given the run around for 10 days now. This is ridiculous!

detuch254

ACE - New Member

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3.2K Messages

2 months ago

I suggest you call DIRECTV (number in my greeting below) and say ‘cancel’ to the robot to be sent to the retention/loyalty department where a more ‘educated’ agent can assist. What exactly were you charged for? Why are they asking for you to speak to this department? 

If many calls don’t bring a resolution, your best bet is a BBB complaint. As this is a public forum full of customers, we unfortunately can’t help you with your billing predicament.

New Member

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1 Message

2 months ago

I'm dealing with the exact same thing since Nov 22nd. I have been given the run around it's like no one knows what they are doing 

nabukl

ACE - Professor

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2.2K Messages

2 months ago

RSH stands for "residential special handling" once your account is flagged as RSH, NO ONE  else can handle the account, it typically means your account was flagged for fraudulent activity or access and  service will NOT be restored until you speak to RSH.

(edited)

Juniper

ACE - Expert

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17.6K Messages

2 months ago

Unfortunately, even the retention/cancellation department will be hands-off regarding your account. Once you are assigned to Residential Special Handling (RSH) they are the only ones allowed to discuss and manage your account. Until whatever problem your account has is resolved, calling RSH is your option.


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