Please help resolve a billing dispute with missing payment?

If a payment made did not post to your account or list on a following bill, then submitting the documentation is what must be done. Normally their finance department reviews the situation within 10 business days (approx.). Though even with short staffing from Covid-19, coming up on 3 months is excessive.

Double check first that the funds weren't returned and verify the following bills to see if maybe it posted late throwing you off a month. If confirmed an issue, because of how long it has been I would resubmit.

www.directv.com/paymentdispute

Thanks, Juniper. I already submitted a ticket in early May, and attached my bank statement. The payment was never returned, and it's been 4 months but my February payment has never been credited. Interestingly, when I called the 3rd time in June they credited 3 months worth of late fees and acknowledged they needed to fix it, but still my account shows in arrears. I'm on my 3rd incident now...

I suspect the agent was giving a courtesy credit to placate you. Agents can only see a result from the finance department on such a submission, but nothing further to research a missing payment themselves.

If you had submitted the payment issue more than once (through the dispute page, not over the phone), then I would call DirecTV back. This time when you get the voice system say "cancel" so you get to their retention department which is normally staffed by more experienced agents. Have them check the comments on the account (and from what I understand, perhaps a "notes" tab that might be separate), to see if there is any feedback from the review (error verified or not, or needs more info, etc.).

Hopefully they can pull up some sort of status. But if they don't, or the status is not complete and been too long, request a supervisor. They may need to manually escalate it at that point, in case it fell through the cracks during these recent months of struggle or something else.

Sorry I can't really provide a true solution on this. The big question is if the review was completed but the agent missed the notes, or the review is not complete for some reason. I would try retention, possibly with supervisor, as mentioned above. Failing that, the following step would be a FCC/BBB complaint as that reaches the corporate level. Good luck.

In regards to online banking to make payments, if you pay through the bank's own online bill pay option it can take up to 3 business days to post to your DirecTV account. So can be an ok option, as long as not done too close to service month starting over.

Online payments on the company's website, normally post immediately (though can take up to 2 hours, especially if by Debit).