New Member
Reason for my Cancelation of Direct TV
June 7, 2021
Direct TV acct# [EDITED]
To Whom It May Concern:
We have had an account with you for many years. We now have it in a Florida house. We weren’t able to go down to Florida due to COVID for 15 months. We chose to keep Direct TV and put in on the family plan.
As we approached the time we were going to finally go back we called and had the premier package placed on our account for 10 days, to be terminating on May 14th.
Now we get our bill and we were charged $521.13 for one month. After spending 3 hours on the phone with 8 different people repeating the same account # and info for each person, I was passed on to the “Loyalty”
Dept actually for the second time. The first time as we were getting to the end I was disconnected. The person on the line “Amanda” emp [EDITED] told me I do not qualify for a refund or anything else because I didn’t call them to go back to reinstate the family plan.
We canceled our Direct TV account & will also be looking at our AT&T account of which we have many phones.
Obviously your long term customers don’t mean anything to you. This end of the line “Loyalty” department cares nothing about keeping your customers.
No equipment can be returned at this time because we are in another state & don’t plan on returning until Oct. You would have had a family plan until then.
We are 76 & 81 and had no intention of leaving your company. Your “Loyalty”department is a misnomer.
Very disappointed.
Ed & Linda
[EDITED per Community Guidelines - removed personal information]
skeeterintexas
ACE - Expert
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28.3K Messages
4 years ago
@Elba1 THIS IS NOT CUSTOMER SERVICE AND IS NOT A WAY TO CONTACT AT&T. THIS IS A PUBLIC MESSAGE BOARD.
PLEASE REMOVE ALL PERSONAL INFORMATION.
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Juniper
ACE - Expert
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22.9K Messages
4 years ago
@Elba1
This is a public forum, so be prepared for an increase in any scam/spam contact based on all the personal info you had provided.
DirecTV doesn't future date package changes. So if you changed to one package but planned for it to be temporary, then you would need to callback when ready to change again. If you hadn't called back then they wouldn't have anything to adjust, but if you did call to make the final change but it wasn't done that of course would be disputable through their retention/cancellation department (say "cancel" at the voice prompt), or even requesting a supervisor once speaking to that department.
The Retention, or Cancellation, department is many times referred to as "loyalty" (though not the official name). Keeping (retaining) customers is lengthening the "loyalty". So a lot of agents (of any company) will use a more customer friendly term. Unfortunately increasing loyalty, or retaining someone as a customer, doesn't mean they can do everything you want. Sometimes all they can do is explain the reality of the situation and suggest the best option if you were to continue going forward with them.
After the acquisition of AT&T and their agents working on DirecTV, and the later increase in outsourcing that resulted from Covid short staffing, I feel training of agents needs to be improved. It has been feeling quite the disparity between them and "legacy" DirecTV agents (those working for DirecTV before the acquisition).
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TexasBrit
ACE - Expert
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14.1K Messages
4 years ago
What's a diirectv Family plan?
I've read this post several times and I still don't understand what the poster did and what they expected to happen. Or is it just me who's confused?
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Juniper
ACE - Expert
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22.9K Messages
4 years ago
The Family package is the lowest one ($29.99 before receiver services, TV fees, tax, etc.). Now listed side by side with all other package lineups (including Preferred Xtra).
DIRECTV_ChannelPackageLineUp_AllPackages.pdf (att.com)
From the sound of it, the OP was temporarily changing between Family and Premier as they were unable to be there for 15 months (per Covid), so much longer than a vacation hold could accommodate. They then upon return changed to Premier for 10 days with the expectation that it would automatically go back to Family at the end of it. Because they didn't understand they were to callback and change the package down to Family when they were ready for the change, this resulted in a much higher bill than they expected.
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TexasBrit
ACE - Expert
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14.1K Messages
4 years ago
Makes sense. But why would they think the package would automatically change?
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