Why does it seem like AT&T doesn’t care about its customers during this financially difficult time?

Every provider does not prorate 

DTV stopped prorating the bill 2 years ago as stated in the TOS.

No school district had ever closed, no car dealership had ever accepted that you return your vehicle if you were financially impacted, no bank had ever deferred monthly payments, unemployment benefits had never included an extra $600, student loans had never stopped incurring interest....

I think these times are unprecedented and therefore ATT should be more understanding and make changes to their practices and TOS to help out their customers. I guess being a loyal customer for 20 years isn’t worth much.

@Dmnds1231 

DirecTV is a luxury entertainment service. As such it does not get additional exceptions to your billing because of financial hardship. It is not something considered a necessity (basic phone/internet, water/heating, to an extent transportation, etc.).

They have to pay their bills too as normal. If you cannot afford it, then reduce service until within budget, or even suspend for a few months if needed. You may not like it, but simple reality is that it is your responsibility to manage your finances, not them.

@Juniper If you had read my post correctly, that’s exactly what I did. My gripe is they are making me pay a whole month of this “luxury service” even though I cancelled it! I know how to manage my finances, thank you! Don’t need your sarcasm. If I’m cancelling a service because I’m not able to afford it, then I should only pay for what I use! I guess ATT pays all of you to comment negatively against real concerns. Says a lot about them and you. 

nobody in the forums get paid to participate including myself. you may not like the answers you were given but they are factual, its legal to not prorate and all providers have the same policy on pro rating.

@Constructive I don’t believe that is true for TV service providers or internet or landline, only cellular. I believe ATT is the first and possibly only provider not to prorate on all services. 

@Dmnds1231 ATT changed their policy on proration across all services nearly 2 years ago. You should have gotten a notice of the change. I understand your anger but had you known and planned on when to cancel, then it’s just a minor inconvenience.

We are here to help, @Dmnds1231.

Thank you to all the ace agents for the information they have given. We are sorry for any inconvenience this has caused you.

Here is more information for you, on AT&T not prorating any credits on your account.

Let us know if you have any more questions or concerns, so we can better assist you.

Marc, AT&T Community Specialist

@Dmnds1231 

There was no sarcasm. My posts may be blunt, but they are factual and point out the reality of the situation. And you are wrong, I am not paid by them. I am not an employee, just a customer who has been around the block enough to see how things really are instead of demanding the world conform to me.

Services went to no longer prorating about 2 years ago. This is very common across different service providers, and more are going this route.

TV is not usage based, so you don't pay just for what you use. They are monthly service based, regardless of how much you watch TV or the frequency you use any particular channel. Networks package channels to TV providers, so they are required in turn to package them to us.

@sandblaster 

CenturyLink is also going the no proration route. Notices were recently sent out.

@Dmnds1231 

For reference, here is the notice they sent in 2018 about updating the Terms of Service regarding no more prorating: