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INactive- No service account sent to collections
Years ago, we kept having issues with our connectivity. The final time service was completely out and a technician needed to come out and service dish/ cable etc. We were canceled on twice and as we were dealing with our child being sick, we contacted them and told them to cancel altogether. They asked us to pause instead. We did for 2 weeks, then canceled as it wasnt worth the hassle. Time went on and we realized about 6 months later that even though it was canceled, no service , no account usage could be used, we were getting billed. At that time we reached out we were told no it was canceled. After that we were no longer charge but we couldn't seem to get a new one to the refund. We were dealing with too much with our children, and let it go. Recently we received notice that we can and sent to collections. Apparently for even months after that, we set our credit card up to no longer be on auto pay because it was closed. The DIRECTV system kept it open in the billing part. Again we had absolutely no service at our home, there was no activity, there was no logins absolutely nothing. This is what seems to be laid out in dates etc. I have shown our communication with custoer service about never having service. Who/ what department in DIRECTV can I actually speak directly with someone. This is different than just dates or what have you. There's actual things in the system showing that we did not have any access to DIRECTV at all. In fact, if you look at it, we are owed months of payments that we paid. So not only are we out the money that we never should've been charged, we're now sent to collections. Who can I contact directly at DIRECTV to get this taken care Of.
DIRECTVhelp
Community Support
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256.1K Messages
3 days ago
This is definitely not the experience we want for you, @m2g3. We have a specialist available right now to review your account records and help get this sorted. Please check your DM for further assistance. Charles, DIRECTV Community Team
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Juniper
ACE - Expert
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23.6K Messages
3 days ago
Suspending service while trying to resolve a technical issue makes sense. You can suspend up to 6 months within a 12 month period. If no action is taken, it automatically resumes at the end.
You still get a monthly bill showing the status, and if this was after AT&T acquired DirecTV there would be a $5 monthly fee for the suspension. Once resumed it bills whatever is left in the service month from that date, plus the full new bill as normal.
The question is when you called to cancel after already in suspension, what did that agent do. What they were supposed to do is reinstate the account, since their system doesn't allow going straight from suspension to cancel (allows them to check final offers on account to try and keep you as a customer). That results in a partial charge for the remaining days of the bill month (service hasn't prorated for cancel for many years).
Sounds like an agent didn't do what they were supposed to for canceling the account properly and later agents either didn't know how to fix it at that point or so much time had passed they couldn't clear it.
With any balance, after so long the account gets canceled for non-payment. It doesn't remove what is owed and sometime later DirecTV (like other companies) writes it of by selling the balance to a collection agency. At that point DirecTV no longer owns the balance and you work with the collection agency.
With satellite service being one-way (they don't get info back on per-day usage or anything like that), their system has absolutely no way to see if you were watching TV or not. If the notes on the account from when you called show it was to be canceled and and the agent did not, that might help. Be aware DirecTV has a 60 day billing dispute policy.
By "communication" if you mean date/time of calls, that will help them as it tells them what dates to check the notes but is not proof itself of what was discussed. Hopefully the official forum team can sort this out. If you end up needing to call DirecTV, unless they refer you a special contact, when you get the voice system say "cancel" and routes you to the cancellation department to further look into this.
Good luck.
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