New Member
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5 Messages
Vacation Hold
Last month had a $7 credit on my account. Vacation hold expired while i was still on vacation. Service was restored 3 weeks ago and i was billed $166 due to dtv forward accounting method. My paper bill has Not arrived yet. What A Mess Now. I am now unable to extend my vacation hold Unless i Pay my bill of $166 to turn my service back Off. This is ridiculous. I should have sent your dtv receiver back (canceling service) instead of listening to the rep and going on vacation hold. But it is easier for dtv to flip a switch to restore service than send a tech and new equipment, so i understand why i was pushed towards vacation hold. How can i resolve this????
brianleemn
New Member
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5 Messages
3 years ago
Credit balance: -$7.18
No payment is required
No mention in bill that service was going to be restored the next billing period.
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Juniper
ACE - Expert
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23K Messages
3 years ago
You can only suspend up to 6 months within a 12 month period. When suspension is setup, you have the exact date services will restore.
If you haven't used the full 6 months, yes you must pay balance to $0 to suspend again. This is not a choice for the rep but built into the system.
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brianleemn
New Member
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5 Messages
3 years ago
Corrupt system. I see the resolution is to send the receiver back to stop service. Still have a big issue with being billed $166
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Juniper
ACE - Expert
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23K Messages
3 years ago
Sending the receiver back does not stop service. If you want to cancel, you must call DirecTV to do so. Only send back boxes once that is done. And remember, final bill is not prorated.
Max of 6 months make sense as suspending indefinitley means you are not a customer. They must have a cutoff being a business. Like other companies, they will not extend a balance owed for months so that is why they require the full balance paid before suspending.
Not finding the rules convienient for you personally =/= corrupt system.
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shannon02
ACE - Expert
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21.1K Messages
3 years ago
You have to call to cancel service, returning the receiver only prevents the NRF being applied.
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DIRECTVhelp
Community Support
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255.1K Messages
3 years ago
We want to improve every day and provide the best service and experience to our customers. Let's meet in a Direct Message to take a closer look on this. Please check your DIRECTV Message Inbox (It's the chat icon next to the bell icon in the upper right corner of the Forums).
Juan, DIRECTV Community Specialist
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brianleemn
New Member
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5 Messages
3 years ago
(edited)
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Juniper
ACE - Expert
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23K Messages
3 years ago
So you went through multiple agents who all confirmed the rules apply to you like anyone else. The system will not allow suspension while there is a balance on the account. Talking to person after person doesn't change that.
That $166 will be paid even if you cancel. Final bill is not prorated so it doesn't get credited. Cancellation takes effect at the end of the service month, not the day you call.
Sending a box is the old return method. If you do get one, then great. But the current return process is taking the boxes to a participating FedEx or The UPS Store with your account number for the free return. Just keep receipt showing they took possesion.
What are the model numbers of each of your boxes? Too often the agent who closes the account gives general info and doesn't check to see if your specific boxes need to be returned.
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brianleemn
New Member
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5 Messages
3 years ago
It has been resolved. To My Satisfaction. Junior, your old info.
And i did not pay the $166 that was billed and back on vac hold.
Done.
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Juniper
ACE - Expert
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23K Messages
3 years ago
@brianleemn
Glad you got a resolution to work for you. Be aware that any exceptions will most likely be one-time, so be aware of the rules going forward. However, info I provided is not old. In fact some of the info is rather new as AT&T did change a few things since taking over DirecTV, such as no longer prorating the final bill, the new return process, and applying a Vacation Hold fee for suspending an account.
https://www.directv.com/support/satellite/article/KM1237725/
And it is Juniper, not Junior.
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