New Member
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2 Messages
Trouble closing my account
Has anyone else had trouble closing their account?
The escalated call got me a supervisor who claimed I would owe $380 dollars. When my max contract would be only $60 for early cancellation. When I got another agent from the loyalty department they said they would close the account and apologized for the supervisor and offered to try to remove the $60 cancellation fee. Since then my account is still active and there's no sign of anything on my account.
Accepted Solution
gtrjett
New Member
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2 Messages
2 years ago
I was finally granted A full credit to my account and only had to pay a prorated amount for the last partial month. The upgrade of new equipment was confirmed that it was because the old receiver was not up to high definition standards and was necessary for basic use. In my opinion, the whole ordeal started when a supervisor was treating me (a 30+years loyal customer) like crap simply because she was annoyed that DirecTV is going under because satellite dishes are now completely obsolete, and she will need to find a new job.
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detuch254
ACE - New Member
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5.2K Messages
2 years ago
Continue to try to call and say ‘cancel’ to the robot to be sent to the loyalty/retention department where a more educated agent can assist. Contract extensions can pop up due to adding a receiver, moving, etc.
If no solution is met after several calls you go with a BBB complaint
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shannon02
ACE - Expert
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21K Messages
2 years ago
Since DTV no longer prorates the final bill you will receive service until the end of your billing cycle.
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Juniper
ACE - Expert
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22.9K Messages
2 years ago
The ECF cannot be removed as a courtesy. Only if it is in error (i.e. warranty replacement activated as an upgrade by mistake), can they submit a billing correction.
Service does remain on and billable through the end of the service month. They stopped prorating the bill 4 years ago.
Call DirecTV and say "cancel" at the voice prompt to route you direclty. If they or their supervisor cannot clear this up, file a BBB complaint.
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Juniper
ACE - Expert
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22.9K Messages
2 years ago
@gtrjett
Satellite dishes are not completely obsolete. For many, satellite is still the best option. That agent probably was looking for a new job as couldn't last much longer in customer support as that takes a lot of resilience.
You are not a 30+ year DirecTV customer. They started in 1994, which is 29 years at most. Regardless of how long you've been with them, you should be treated with decency.
If what you got was supposed to be an MPEG swap instead of an optional upgrade, because of the MPEG-2/SD-only shutdown, then I can see the ECF being wavied if in error.
You are lucky to get your bill prorated because it is not supposed to be. Here is the notice from a few years ago.
Please read this if you receive DIRECTV, AT&T U-verse® TV, AT&T Internet, AT&T Phone, 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).
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