New Member
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6 Messages
Directv lost my EFT payment..Cleared my bank but Directv says "Not in system"
On January 19, 2022, I made a one time payment using my bank account and routing number for my Directv bill due on 01/27/2022. I received a confirmation email back from Directv telling me my payment had been received on 01/19 and payment taken from my bank account. Several weeks into February, I received notice from Directv that my account was past due. I checked my bank account and it was showing that payment to Directv had cleared on January 31. I called Directv and they said they got payment on January 19 but it was reversed on January 24. Directv said "call my bank". My bank shows no reversal of payment, nor credit back to me of the amount paid. I have called and talked to countless Directv reps, supervisors, depts, etc. and all they will say is "the payment is not in the system". I have been to my bank and called them 3 times and they say there has been no activity or reversal since the payment which cleared on 01/31. They provided me with documentation that I sent to directv including my bank statement as well as a trace number for the payment. Directv still claims the payment was reversed. I also filled out a form through directv online and downloaded my documentation but they still say they did not receive the payment. How can I resolve this?
Juniper
ACE - Expert
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23.4K Messages
4 years ago
DirecTV shows payment was initially received, got reversed, but the bank doesn't reflect they got it back? This needs their financial department to review to verify where in the chain the issue is.
www.directv.com/paymentdispute
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gabesmama
New Member
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6 Messages
4 years ago
I have gone to the link TWICE and documented my bank statement and the trace number from the bank showing payment to directv. Directv is ignoring it. When I get a human to talk to, they say they are escalating it. They have escalated it 3 or 4 times now....all they will say is it's not in the system.
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DIRECTVhelp
Community Support
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255.7K Messages
4 years ago
Hello @gabesmama, I am sorry for the run around.
We know it is important to keep finances on track. We want to help you figure this out.
We'll send you a direct message. Meet us there, we'll get you the help needed.
Johnatan, DIRECTV Community Specialist
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Juniper
ACE - Expert
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23.4K Messages
4 years ago
From what you mentioned, DirecTV is not disputing that you submitted the payment. Both DirecTV and the bank agree on that. The issue is that DirecTV shows that it was later reversed, but the bank hasn't received it.
I would recheck what you submitted to be sure the dispute is on the funds not received back. If DirecTV still comes back that it was simply reversed back to the same payment method that was used, and the bank already escalated it and verified it never got to them, then I would consider a BBB complaint to submit this to corporate.
Unfortunately with DirecTV saying "we sent it back" and bank saying "we didn't get it back", without them deep researching it is a guess on who's side the issue is on. Good luck.
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DIRECTVhelp
Community Support
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255.7K Messages
4 years ago
Hi Eva, I understand how frustrating this can be for you. Remember we are working on your case and there is an opened claim for the missing payment. There is a time frame of 3 business days to get response.We'll be contacting you back by then to keep you in the loop. Thanks for your patience.
Johnatan, DIRECTV Community Specialist
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gabesmama
New Member
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6 Messages
4 years ago
Still no resolution. Everyone tells me the same thing. I will be contacting the BBB on Monday if this is not resolved to my satisfaction.
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Juniper
ACE - Expert
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23.4K Messages
4 years ago
Just make sure to give it the full 3 business days first. If that was on Thursday, then Friday, Monday, Tuesday would be the business days. If that is your timeline, then at the earliest follow up on Wednesday if you haven't heard anything by end of day Tuesday.
Though since the pandemic, it seems everything takes longer than the standard timelines these days. I would consider giving to the end of that week at most before taking further proactive action. Just suggestions.
However, if you were given that timeline multiple times where you would be past that anyway, then definitely go with the BBB on Monday.
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