New Member
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1 Message
Taking advantage of disabled
I called to suspend my service because I was recently disabled and couldn't afford their high prices. I was told by a Directv rep that my service was suspended and paid my bill. I was told I wouldn't receive another bill because I was paid up but they charged me for another month and I called. They said they had no record of my call to suspend. They are taking advantage of the poor and disabled. It's a shame
Juniper
ACE - Expert
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22.9K Messages
3 years ago
This has absolutely nothing to do with you being poor and disabled. Though there are no notes, historically their system auto notes there was a call and possibly a basic reason (if captured by the voice system).
First agent didn't process the request and didn't save notes which is the problem. Later agents, being outsourced or new, probably don't know how to check for a system generated log as opposed to the notes they deal with on a daily basis (assuming those auto logs are still a function of their new account system).
Bottom line: this is an error for sure, but not you being taken advantage specifically because you are poor or disabled. Keep it within perspective. Call DirecTV back, possibly requesting a supervisor, and hopefully they can track down the system log to verify that at least you called. If that doesn't work, a BBB complaint would be the next step.
As a note, you can only suspend for up to 6 months (minimum 30 days) within a 12 month period. Bill should prorate from when it is turned off (unlike canceling). If you have a service agreement, it pushes back the same amount of time. Also if you have any discounts, the time suspended is lost (as they cannot discount $0).
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Juniper
ACE - Expert
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22.9K Messages
3 years ago
One note for reference, if he said it was suspended before you made the payment, then that is where the agent messed up. Their system requires balance paid in full (not just recent bill) before it allows suspension. That is to ensure nothing owed carries over.
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nabukl
ACE - Professor
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2.3K Messages
3 years ago
What @Juniper said, I know from actual experience working for DirecTV that you can NOT suspend an account until the balance is paid to zero so that first agent never suspended anything
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