Contributor
returned equipment
I had my Direct TV service discontinued mid August because I was getting married and moving and mu husband already had Direct TV . In approximately two day I received the boxes to pack my equipment in and returned said. equipment in 1-2 days. I returned it via my local post office so this would probably be around the 23rd of August. A month passed and I received a statement which had a zero balance and I assumed the equipment had been returned and everything was good. Imagine my surprise when on Oct 15 ( or there about) my account was debited $220.38 ( it was recorded as AT&T so I thought it was a problem with my phone bill) after I started making call ( numerous calls) I finally found out it was for unreturned equipment from DIrect TV. By this time I had already thrown away my receipt from the post office because I thought everything was good., I have made at least 6-7 calls to customer service at Direct TV, I have reached out through Facebook and spoke with Yasmin who tried to assist me. I have been told many different things... I was initially told that I would be refunded within 48 business hours, when that didn't happen I was told 5-7 business days, ( I was actually told that on two separate occasions none of which happened0. I was told I had to wait for the next billing cycle and I would be refunded ( that obliviously didn't happen) . I was told by Joan, a supervisor that the equipment had been retuned on Sept 23 but I would have to wait until the next billing cycle, again nothing.
My latest conversation has been with Yasmin though Social media who says the equipment has not been returned.
I have asked for tracking numbers and have been given internal?? tracking numbers which don't seem to mean anything to anybody.
At this time I am simply asking for the tracking numbers that would have been on the prepaid boxes that I returned the equipment in. y\ysamin stated that she could see where the equipment had been sent but could see no further action. When I asked for those numbers, she backtracked and said she was mistaken and she did not have the numbers
Please either provide me those numbers, or if we want to put an end to all of this , you could just refund me the money.
I have been on several different sites researching on how to find some help for this, and this seems to be a recurring theme with your company. That equipment is returned and no one seems to know anything about it.
Thank you
Tracy
Juniper
ACE - Expert
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22.9K Messages
5 years ago
Call DirecTV and when you get the voice system say "cancel" as you need an experienced retention agent at this point to get eyes on. Historically they can check the return order and verify both tracking numbers (FedEx to you, USPS back to them). I think some of the newer agents, or outsourced, are not familiar with reading the order and identifying that there are 2 different tracking numbers.
Also sending a prepaid return kit is the old process, as they now send customers to a participating shipping location (FedEx or UPS Store) for the free return. The old process is used when over 10 miles from one of those locations, so little used anymore.
This is a customer to customer public forum, so we are unable to look this up ourselves. Hope they get this straightened out for you.
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Constructive
Employee
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34K Messages
5 years ago
This forum is comprised of customers to communicate with other customers to offer advice and share experiences same as any other user.. Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them. The most effective way to get any issues resolved , use the contact link on the bottom of the page or call 1-800-288-2020. Some of us are employees but we are here to represent the forum with our knowledge and do not represent AT&T with our responses.
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