Already returned equipment

When you close the account the system automatically generates an email to remind you of returning equipment. This goes out no matter the status on the equipment.

 

However you shouldn't have been able to return equipment before the account was actually canceled. Did you receive a return Kit or did you take the boxes to a local shipper that participates in the new return program?

 

Though I am concerned about cancellation request in January being completed in June. Was the account left fully open for those months (so not processed at all) or did the agent do a temporary suspend instead of an actual cancelation?

When my my mother passed away in January, we changed from Direct Tv that was in her name to U-verse in my name. The agent in our local store told me to take the equipment to the local UPS store. When I started getting notices that my mother's account was past due, I called and finally was able to get it cancelled.

Ouch, sorry to hear that. That explains part of the problem. AT&T store agents are not employees of DirecTV, they cannot make changes to an existing account, so at the very least should have told you to call DirecTV to close out the account at that time.

 

The new return process of taking the boxes to a shipper, instead of waiting on a return kit sent to you, is intended to make things easier. But that they can scan equipment in for return, even if box is still active, is a problem as your situation is proof of. If only UPS could electronically verify with DirecTV if receiver is active or not, and if it is to deny taking possession which would give the customer a early head's up instead of down the road finding the box (entire account even) is still active.

 

Shouldn't be a problem as DirecTV would still recognize the return, even if the auto-emails don't. Though if you still have receipt from UPS showing they took possession, I would hold onto that just in case.