New Member
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4 Messages
Haven't received "escalated" $844 refund
We moved last July (2021) and signed up for DirecTV Stream. There was an overlap period where we also had Uverse at the apartment we were leaving.
After moving, I called to cancel ONLY the apartment service, but minutes later, all service at our new house stopped working.
I called back and was told someone had made a mistake, and I'd have to sign up for a new DirecTV Stream account. The details are fuzzy, but I'll fast forward to the point – This April, I canceled DirecTV Stream. On May 7th I was billed for it again, called, and was immediately issued a refund for the latest charge. Then I started looking into it and realized I'd been paying for two DirecTV accounts since July.
I called back (still on May 7) and confirmed that I had been paying for a "phantom" second account for 9 months. I was told the issue would be escalated and that I would be refunded the $844 paid on that account.
Two weeks later I called to check on the status, and was told it would actually take 14-30 days from the May 7th cancellation date. Ok, no problem.
Today is Day 31 but no refund, so it’s back to the phones. I called and was told the escalation is still on my account but has not been processed. The woman I spoke with today "re-escalated" the issue and assured me this wouldn't reset the "14-30 days" timer. I hope she’s right, but I’m also seeing posts like this AT&T customer and I don’t want to end up like that months from now.
Can anyone working here verify the refund status? Happy to take this to a private conversation. Thank you.
detuch254
ACE - New Member
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5.2K Messages
2 years ago
@drs14 unfortunately you have posted on a public forum and we are customers just like you. We don’t actually work on these Forums, it is actually volunteer-based and we spend our free time answering questions to help others.
I do recommend you to @DIRECTVhelp as they are the only true agents on the Forum
There may also be working employees on here to help others, so if y’all want to chip in on this that would be much appreciated.
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Ludwick577
ACE - New Member
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3.3K Messages
2 years ago
TMI post. Nothing anyone here can do to help you.
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drs14
New Member
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4 Messages
2 years ago
@detuch254 Thanks, I knew most of y'all were customers but couldn't figure out how to message @DIRECTVhelp directly. Let's see if this mention does the trick. Thanks!
@DIRECTVhelp, can you offer some guidance?
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drs14
New Member
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4 Messages
2 years ago
@Ludwick577 Considering you spend a considerable amount of your free time here, I'm going to assume you know what you're talking about.
That said, I've seen others get responses from DIRECTV for similar issues, so I figure it's worth a shot.
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bcbsncjlj
ACE - Expert
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6.2K Messages
2 years ago
Your best option is to contact them via Twitter or Facebook. The so-called "Help" agents located here are only first level support and primarily work from scripts. I doubt if you will get anywhere with any of them.
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drs14
New Member
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4 Messages
2 years ago
@bcbsncjlj I hate how it's hard to get much done with a big company unless you blast them on social media. I don't have FB and avoid Twitter when I can... but it might be time to fire up the @'s and #'s. Thanks!
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bcbsncjlj
ACE - Expert
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6.2K Messages
2 years ago
Same here. Try to avoid all those other social media platforms.
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fillenwarth
New Member
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17 Messages
2 years ago
Contact an attorney
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