Directv Equipment Return - WHAT A MESS! UPDATE 2/10: Just billed $147.79!

Hi, @moonatics.

We appreciate you for reaching out to share your experience and feedback on returning your DirecTV equipment. Hearing from you helps us learn what we're doing right and what we need to improve on. If you end up needing further assistance with the equipment return, we'd be happy to help you here.

Thank you for your time spent with DirecTV and for contacting the AT&T Community Forums team.

Aminah, AT&T Community Specialist

Thank you for the responses. Due to the current lock down here in CA, I’d rather not make an unnecessary visit to the UPS Store. I just want to be sure I am not going to face any penalties.  I’ll hold on to my devices and see if I get a request in the next few weeks. 

AFAIK DTV has extend the return deadline to 60 days so you may want to hang on to them until them.

I had the same issue last year when I left after years of being a DTV customer.  All I wanted was a competitive rate and I was told I was not eligible for any promotions.  Tried for 3 months and then I finished my 2 year obligation (equipment refresh) and with autopay, I paid the last bill past the date that I had sent my equipment back via UPS.  A month later, with no equipment, I received a bill.  I contacted them yet again and was told that even though my account has notes stating that I would be leaving after my commitment was up, I did not get a cancelation number.  Fast forward to getting daily calls from a collection agency stating that I owe for services provided after the equipment was returned.  Sad.  BTW, due to COVID, you will be waiting atleast 45 minutes to cancel or get disconnected~!

(probably handled since 2 months ago, but just in case...)

Stating that you will be leaving after your commitment is up is not a cancellation itself. Anything could change between then and the time your agreement ends. You have to call and actually cancel, not months in advance.

At least when you call DirecTV and get the voice system say "cancel". That way you should avoid additional transfers by front line agents.

I do agree it is a fault of the new return process where you can send equipment back before it is deactivated. If when the shipper scans it that it could come back as "active" (with no major info for privacy), it would catch situations like yours before it got out of hand.

Promotions became few and far between. Their CEO announced a while back (just before Covid) that discounts would be pulled back. They determined too many accounts were at risk of operating at a loss (some actually were) by having too much in promotions. Since they are a business, not a charity, they had to take a hard stance. Hopefully after that concern is addressed (and they recover from the Covid situation), that promotions would be back but in moderation.

I added this to the original post, but wanted to be sure the ATTHelp Rep sees this. 

NEW UPDATE, Feb 10, 2021:  I just got billed for $147.79 for "non returned recordable equipment."  ARRRRGGHHHH!!   Now I have to wait until tomorrow because customer service is already closed.  I guess I shouldn't be shocked by this happening since no one seems to know what is going on! 

FURIOUS!  

Juniper, I don't understand your reply to my post.  I called Retention first and again three days later.  I got different info from both of the reps, but trusted that the second one rep was correct that I didn't have to return any of the equipment. 

Also, our cancelling service doesn't have anything to do with the ending of a promotion.  We had Directv since 2004.  We simply chose to move to a streaming service that costs half the price. 

To be honest, after all of this mess, and the obvious lack of communication and the failure to provide consistent, clear information, I'm glad we left Directv.  

Bill & account number. 800.531.5000. Every day, 8 a.m. - midnight ET.

Shannon02,  I called 800-531-1000 twice last evening at 7:30 pm PT. Both times I got recording saying they are closed, and to call back Monday - Friday, 7am - 9pm CT, Saturday - Sunday, 8am - 9pm CT. 

UPDATE, Feb 11, 2021:  Just got through to ATT Loyalty/Retention Department.  At first, I was told I had to return one item, then I was told that was an error, it shows I have already returned the devices, so my account is now owing $0.  I then asked to speak to a Supervisor, and said how can my devices show they have been returned when I have them all in my garage?  Alex, Loyalty Supervisor, said that he made that mistake - he misread the notes.  I have to return the device with S/N 0813 last four digits.  He said he looked at the notes from December 5 discussion with Loyalty person #2, and nothing shows we discussed anything but question about cords.  That, of course, is NOT the loyalty discussion, but one of the Customer Service conversations.  

OMG, ATT.