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New Member

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3 Messages

Friday, November 4th, 2022 12:45 PM

Direct TV Rejecting All Payments

For two days now, I have been attempting to establish a direct TV stream account.  All payment methods are being rejected (visa/mastercard).  The $30 charge goes through every time.  However, come time to process a charge for $16 for sales tax, an error code is generated.  Yes, I've confirmed with all my credit card companies.  No hold.  the charge is not even reaching them as there is no denied transaction.  Two techs can't figure it out.  I only have so many e-mail accounts, and changing the e-mail isn't the issue.  Direct TV seems to have a software issue on the payment side.  Can anybody who has had this issue please advise if they found a work around? I'm beyond (Edited per community guidelines) off at this point.  Last time I checked my money was green. 

ACE - New Member

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1.3K Messages

1 year ago

In what ways have you tried processing your payment for example online, customer service?   Do your billing zip code and the zip code for your credit cards match?

New Member

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3 Messages

1 year ago

zips match.  it isn't a card issue.  it's a direct tv issue.  two att techs attempted.  direct tv tech on phone attempted.  i tried myself online.  multiple cards attempted.  multiple emails attempted.  never seen anything like this.  there are other threads with people having the same frustration, and best I can tell they were just given the shaft.  no resolution.  one would hope for better from a company this size. 

ACE - New Member

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1.3K Messages

1 year ago

I can completely understand your frustration and I agree that you should be able to process your order without errors holding you up.  Have you tried processing the card online using a private/incognito window to see if that makes a difference when processing the payment online sometimes that helps?  

ACE - Expert

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20.4K Messages

1 year ago

When you submit the payment to DIRECTV STREAM, what error message are you getting?

You mention $30 goes through fine but not $16 for sales tax. Are you trying to do one transaction with multiple payments?

I expect a lot of things are updating in general because of AT&T letting the new co-owner take over the DirecTV and DIRECTV STREAM functions. That includes separating them into two separate websites again instead of combined on the AT&T one.

If needed, I would go with another payment method. Assuming it is a known issue already being worked on you may just need to try again at another time. Certainly not ideal, but nothing we can do to make a successful fix occur faster.

ACE - Expert

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1.1K Messages

1 year ago

Is it actually a credit card or a Visa or Mastercard labeled debit card?  I know in the (fairly distant) past they didn’t take debit cards (for whatever reason), but I don’t know if that ever changed. 

ACE - New Member

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3K Messages

1 year ago

Has to be a credit card ---not a preapaid or debit card with a visa or mastercard logo. I use Discover. 

New Member

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2 Messages

1 year ago

 i tried myself online.  multiple cards attempted.  multiple emails attempted.  never seen anything like this.  there are other threads with people having the same frustration, and best I can tell they were just given the shaft.  no resolution.  one would hope for better from a company this size. 

ACE - Expert

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20.4K Messages

1 year ago

@auratkachakkar 

Naturally a company doesn't want payments declining so must be a bigger issue in their system then customers think. If alternate payment methods (such as over the phone), don't work, then a BBB complaint could be considered for a long-standing issue that isn't resolved yet. Kicks it up to the corporate level and usually results in a response, though no guarantee it will fix it faster.

ACE - New Member

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3K Messages

1 year ago

Wondering if this has something to do with the fact customers can't change packages/add-ons in the mange my package area on the website. Seems like they are doing maintenance or construction on the website which might also be affecting sign-ups. 

New Member

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2 Messages

1 year ago

Just so everyone knows. Directv uses a company called “Cybersource” to screen all payment info submitted to them. Even if their system accepts it if cyber source rejects it then directv can’t accept the method of payment. I had a huge argument with directv regarding this issue. I’m going to have to cancel my service because neither of the two payment methods I tried will work. Directv CS is no help, they have no clue what to do, so, looks like I’ll be looking for a new live Tv streaming service. Cant pay for something when your payment method keeps getting rejected because of some ridiculous cyber security (Edited per community guidelines) garbage. Hope DTV enjoys all of the business they are going to lose because of this. 

(edited)


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