How do I send a PM? Need to contact ATTMobilityCare for service complaint. Thanks!
You cannot proactively send a PM to any of their "Care" teams. If they PM you, then you can respond, but they must contact first. This is because these teams are lower staffed then regular customer care and is not intended as a replacement for calling in, just a supplement in select situations.
Thanks for your prompt reply. Haven't had much luck calling the help #. Can't get past the automated menu. Have gone the chat route, to no avail. I expect I'll have to send snail mail to make my problem worthy of a response.
You can try posting the details of the situation in the forum. Not only to give one of their "Cares" team to reply, but perhaps to get help from other customers or employees (on their personal time, off the clock).
Though make sure you are in the right part of the forum as "Mobility Care" sounds more like for their cell phones and not DirecTV.
Thank you so much for your reply! I'm not feelin ' the love for AT&T right now, what with facing a spurious charge for "early termination" when I very plainly requested a stop to the service within 48 hours of getting it. I was told I would have to pay for an entire month before they could stop my service... I'm 72, on social security, and only agreed to the Direct TV and internet because I was told by the sales rep I could have both for 24 months for the same as in paying Charter just for internet: $65/ month. No one on the chat would confirm those terms, everyone always quoted me more or said they could do it for 12 months not 24... Sorry for unloading on you! It would have been so easy to keep a customer.
Yes DirecTV has a new cancellation policy as of January this year. Now all cancellations go through at the end of the service month, not specific day of your choice (such as same day).
There is no special that covers the entire bill for 24 months. There have been specials that if you get both a qualifying AT&T service and DirecTV, that you could get a 24 month discount on the package cost only (not the entire bill). Regardless of what the sales agent said, the order confirmation sent to you to review before install would have listed exactly what you were getting. This gives the opportunity to ask questions, modify the order, or even cancel it if it will not work for you before the install is done.
What appears to be the issue now is the cancellation itself. DirecTV has a 24 hour window to close the account before the early cancellation fee (ECF) is considered valid. You mention within 48hrs so it sounds like your cancellation request was outside that window. I would call DirecTV 1-800-531-5000 and when you get the voice system say "cancel" as this should route you directly to their cancellation/retention department. They can double check when the cancellation request came in to see if they need to submit a waiver on the ECR. Also they can email that order confirmation back to you for your records.
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Juniper
ACE - Expert
•
19.3K Messages
4 years ago
You cannot proactively send a PM to any of their "Care" teams. If they PM you, then you can respond, but they must contact first. This is because these teams are lower staffed then regular customer care and is not intended as a replacement for calling in, just a supplement in select situations.
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meleiavon
Contributor
4 years ago
#- Please type your reply above this line -##
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Juniper
ACE - Expert
•
19.3K Messages
4 years ago
You can try posting the details of the situation in the forum. Not only to give one of their "Cares" team to reply, but perhaps to get help from other customers or employees (on their personal time, off the clock).
Though make sure you are in the right part of the forum as "Mobility Care" sounds more like for their cell phones and not DirecTV.
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0
meleiavon
Contributor
4 years ago
Sorry for unloading on you! It would have been so easy to keep a customer.
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0
Juniper
ACE - Expert
•
19.3K Messages
4 years ago
Yes DirecTV has a new cancellation policy as of January this year. Now all cancellations go through at the end of the service month, not specific day of your choice (such as same day).
There is no special that covers the entire bill for 24 months. There have been specials that if you get both a qualifying AT&T service and DirecTV, that you could get a 24 month discount on the package cost only (not the entire bill). Regardless of what the sales agent said, the order confirmation sent to you to review before install would have listed exactly what you were getting. This gives the opportunity to ask questions, modify the order, or even cancel it if it will not work for you before the install is done.
What appears to be the issue now is the cancellation itself. DirecTV has a 24 hour window to close the account before the early cancellation fee (ECF) is considered valid. You mention within 48hrs so it sounds like your cancellation request was outside that window. I would call DirecTV 1-800-531-5000 and when you get the voice system say "cancel" as this should route you directly to their cancellation/retention department. They can double check when the cancellation request came in to see if they need to submit a waiver on the ECR. Also they can email that order confirmation back to you for your records.
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