Contributor
refund for closed account
Can you please tell me why I haven't received my DirecTV refund? I had to cancel my account in January and have not received the $119.85 refund. I have called in multiple times and spent almost 20 hours on the phone over the last 6 months and they keep assuring me that the check will be sent out. It never gets sent out. I would really like to resolve this matter.
Sincerely,
Rian L. Walker
Juniper
ACE - Expert
•
22.9K Messages
6 years ago
We cannot tell you as we are other customers like yourself. However as all DirecTV accounts are being moved to a new billing system, this might be one of the hiccups along the way.
Call DirecTV 1-800-531-5000 and when you get the voice system say "cancel" to route you directly.Have the agent verify if there is still a credit balance on the account. If account still has balance, they will need to check through to see about any refund attempts or requests to see if there is an issue. If prior agents were expecting an automatic refund (usually after 30 days have passed since the account was closed), then I would have them submit a manual request. Historically a manual refund request is reviewed and then approved/denied within 10 business days.
There is one other thing to check that many agents might not think of as it is a rare situation. Have the agent check to see if the account itself is canceled as opposed to just every receiver individually disconnected. Knew someone who wen through a similar situation and turned out the agent who was supposed to cancel the account, turned off each box one by one instead of the option to properly close the account. So the account would appear closed (no active receivers), but technically was still active. If that is your situation then the account being fully disconnected correctly would result in the normal after 30 days auto refund.
Hopefully that gets it figured out so it can be resolved. If needed request a supervisor as that is beyond any reasonable time waiting on a refund.
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