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diannelash's profile

Contributor

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2 Messages

Sat, Nov 24, 2018 2:27 PM

Closed

Refund of overpayment

How long will it take to get a refund of overpayment

after I return my direct v equipment?

Accepted Solution

Official Solution

Juniper

ACE - Expert

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14K Messages

3 y ago


@diannelash wrote:

How long will it take to get a refund of overpayment

after I return my direct v equipment?


Returning equipment and an overpayment have nothing to do with each other. Unless you mean you were charged a non-return fee (NRF).

 

If you were charged a NRF, then your DirecTV account has the NRF reversed within 48hrs of them receiving your equipment. On an account still open with them, there is no automatic refund. The account gets credited by the charge reversal, which means less to pay on your next bill.

 

If you closed your account, regardless of any equipment you might need to return, any remaining credit balance is refunded after 30 days of your account being closed.

Accepted Solution

Official Solution

Juniper

ACE - Expert

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14K Messages

3 y ago

@diannelash

 

 

DirecTV bills ahead. So if you cancel service before the end of your billing month, then DirecTV has to credit your account for the days the service was not on. Within a couple days from the last day of service, DirecTV sends you a final bill showing that adjustment (as well as any ECF if your account still had a service agreement). If this results in a credit balance, then it is refunded after 30 days have passed since the last day of service.

 

The return of your equipment does not affect the timeline of your refund or the final bill being sent to you. If however DirecTV does not receive the equipment back within 21 days from the last day of service, then this would result in non-return fee (NRF) being billed to your account which would eat into any possible refund you may have.

 

So if your account has a credit balance, it is refunded 30 days after last day of service. You cannot request it refunded sooner.

DIRECTVhelp

Community Support

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12.2K Messages

3 y ago

Hello @diannelash,

We're here to help! Just to clarify, were you charged for your DirecTV equipment after returning them, and are requesting a refund of the charge? Please let us know so that we are on the same page.

We look forward to your reply!
Alexander, AT&T Community Specialist

Contributor

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2 Messages

3 y ago

I am requesting a refund a refund of overpayment of regular direct v service monthly invoices.  One was paid, in error,

 

twice and one was paid three days before the equipment was terminated and returned.

Contributor

3 y ago

We cancelled AT&T and Direct TV tonight however the CSR said that 4 days ago (Dec 12, 2019) that they stopped issuing refunds as many people never cashed their checks. ???  That isn't my problem nor is it legal.  Can anyone provide update to this policy and what actually will take place?  After an hour on phone and a Supervisor and Manager they say that they will send a "rewards card".  Does anyone know what is really happening?

Juniper

ACE - Expert

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14K Messages

3 y ago


@cscharles wrote:

We cancelled AT&T and Direct TV tonight however the CSR said that 4 days ago (Dec 12, 2019) that they stopped issuing refunds as many people never cashed their checks. ???  That isn't my problem nor is it legal.  Can anyone provide update to this policy and what actually will take place?  After an hour on phone and a Supervisor and Manager they say that they will send a "rewards card".  Does anyone know what is really happening?


I assume you meant Jan 12, 2019.

 

They did not stop issuing refunds, but a billing policy did change. Any removal of service occurs at the end of the billing month, no matter when in the month you make the request. Too many people can not (or will not) understand prorated billing, so I believe they made this change to reduce call volume from people who do not read bills well. It is possible that people forgetting about their refund card/check influenced this decision as well. So they are not denying a refund if you end with a credit balance, but they are simplifying the billing so proration is avoided in the 1st place.

 

They emailed the update to the terms of service a while ago. Got my notice on November 29, 2018. Here is the notice I received:

 

"Please read this if you receive DIRECTV and/or AT&T Fixed Wireless service(s). We want to remind you that you’re billed in advance for recurring service(s) and/or programming charges and applicable fees based on the terms of your current service agreement(s) with us. Starting January 14, 2019, subject to applicable laws, we’re updating your agreement(s) to include your recurring service(s)/programming charges and fees won’t be prorated if you cancel the above service(s) on any day other than the last day of your billing cycle. Your service(s) will continue until the end of your billing cycle but you won’t get a refund (prorated credits) for any remaining days left in your billing cycle. For products not listed above, refer to their terms of service for more information.

Questions about this change? Go to att.com/ProrationPolicy for more information and to see the revised section of your service agreement(s)."

Contributor

2 y ago

We have services ending May 10th 2019, which our billing cycle ends on the 10th. We were told that we would receive credit balance of $856.45 on June 25, 2019. We have been dealing with Direct TV/ATnT since March 2019 with documented promises to refund an accidental payment of $1000.00. So today is June 30, 2019 and we have yet to receive our promised refund. What else can be done? It's very upsetting to work with a company that is so negligent. 

Juniper

ACE - Expert

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14K Messages

2 y ago

@BlueSE 

 

If the last day of your service cycle is the 10th, and you called to cancel between April 11 and May 10, then you should have received an updated bill in May (after the 10th) confirming any credit balance and refund. Any credit balances left when an account is closed are refunded after 30 days of the account closing.

 

So I would first look at the bill to see what it says including making sure what your billing dates are (such as the 11th being the due date of the bill, not the cycle end date). If your cycle truly ends on the 10th, then look at the bill that was produced on May 12th (bill produces day 2 of the cycle) to confirm it has the notice of service being disconnected (final bill, sorry to see you go, etc.) and not showing charges for a regular month of service. This is to make sure that the account was closed in the first place.

 

If the bill doesn't reflect a refund issued or account being disconnected in the first place, then you will have to call DirecTV 1-800-531-5000 to get this straightened out.

New Member

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1 Message

3 m ago

My internet service went out and the technician online said my optical device was out not allowing my fiberoptic internet service to connect with my modem. ATT is sending 

me a new modem to install, however, its taking 5 days to do that without internet service. This is the second time this has occurred. The first time was in July 2021 and now again beginning 19 August through 23 August. How do I get credit towards my bill for the service interruption?

Juniper

ACE - Expert

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14K Messages

3 m ago

@Kahuna2337 

Once installed and working, you call AT&T to see about a time without service credit.

If you wish to discuss further or have other questions, please create a new thread (or at least read before posting to one). This is a thread from 3 years ago (2018) for DirecTV. Thread - CLOSED

DIRECTVhelp

Community Support

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12.2K Messages

3 m ago

We are here to help with your credit, @Kahuna2337.

 

Thank you to @Juniper for the useful information.

 

Let us know when you get your new gateway and your service is back up and running, so that we can go ahead and process that credit.

 

We look forward to hearing from you.

 

Marc, AT&T Community Specialist


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