Tutor
•
4 Messages
Issues with Direct TV Billing
The combined billing with AT&T and Direct TV is a complete nightmare.
1. I was provided a financial incentive to combine my Direct TV bill with AT&T through AT&T (NOTE: AT&T also screwed up my wireless bill)
2. The customer service rep for AT&T told me that my DTV bill will be combined with my AT&T bill
3. I received the first DTV paper statement and assumed that it was a mistake because I have my AT&T bill paid automatically via my credit card/autopay
4. I received the second DTV paper statement, so I called and asked what the heck is this. They said OH, you have to pay the first bill, then it will be combined.
5. So I go to directtv.com/paybill and it directs me to a unified AT&T DTV website
6. I enter my credentials and pay my bill
7. 2 days later they shut off my DTV account
8. I call back and they say you did not pay your bill - there is no presence of DTV on my AT&T account besides the branding of the website. They provided me with no method to pay online.
9. I tell the Customer Service rep that there is no way for me to pay online and she said we will charge you $5. After arguing with the customer service they waved the $5
10. I paid the bill, then she said "oh, we will charge you $35 reinstatement fee" . I asked several times to talk to her supervisor, but she said, no one was around even though her supervisor was whispering in her ear the whole time. She said, we close at 9pm so there is no supervisor here even though, the the DTV customer service page indicates that they offer 24/7 customer service.
Summary: The integration of these two companies was poorly executed which has resulted in billing defects which could get DTV and AT&T in trouble. Over billing, services shut off; waste of customer time in talking with customer service reps who have not been properly trained to service issues related to combine billing.
ATTHelp
Community Support
•
215K Messages
6 years ago
Hello. Please allow us to look into the $35 resinstatement and $5 convience fee. Can we have you account and contact number? -Emeric Social Media Tues-Sat
0
0
GrayHousehold
Tutor
•
4 Messages
6 years ago
Thank you for your response.
The above issue is linked to an even bigger issue where the AT&T representative indicated to me that the BOGO was tied to my agreeing to combine my DTV billing with my AT&T wireless billing, you will read from the issue in the link below that the AT&T representative applied dishonest practices in adding a line that I did not agree to. This has been escalated several times to different people - none of these folks were able to help. I have spent hours on the phone with AT&T and basically they said, sorry, but we can't do anything - send the phones back - given all the issues AT&T is having with bogus BOGO offers, you would think they would tape every single BOGO sales call. Anyway, review the issue below and I welcome your response. My plan is to return the phones and say good bye to AT&T and hello to Verizon; good bye to DTV and hello to Dish. It's been a nice ride for us with your company; however, these two experiences have been so horrible that it has impacted the time I have spent with my kids because of the negative phone calls with AT&T.
In the meantime, reversing those DTV charges is the right thing, so thank you for working towards that.
https://forums.att.com/t5/AT-T-Internet-Account/BOGO-Issue-iPhone-7-Plus-Charging-Customer-for-Additional-Line/m-p/5214324#M14560
0
0
Gtomich
Contributor
•
1 Message
6 years ago
0
0
GrayHousehold
Tutor
•
4 Messages
6 years ago
Yes, it has been frustrating. I think that AT&T and DirectTV hired a bunch of consultants to work on the integration of systems and / or Change Management. AT&T probably was not minding their business and they rolled out with these changes when they were not ready. It is unfortunate because they are going to be in a heap of trouble if they do not fix this billing issue. Basically, they screwed up by Wireless billing and DTV billing.
Is your issue related to both DTV and AT&T Wireless? What happened in your case? I sent an email directly to the CEO's email account: randall.stephenson@att.com I recommend you do the same.
0
0
techiphobe
New Member
•
1 Message
1 year ago
Several days ago, I decided to attempt to switch from U Verse TV to Direct Streaming TV, mainly because I was being charged monthly for three ATT receivers to the tune of $30 (plus taxes and fees) for three receivers. They are not necessary for Direct Streaming) I wanted to take advantage of the "free" 14 day Direct TV Streaming trial before I decided.
After talking to at least five people at Direct TV, I am still at a complete loss for how much this will cost. The agents at Direct TV Streaming have given me incomplete, inaccurate information that often contradicts itself.
1. Piecing it all together, I think ATT's agents were saying that if a customer has U Verse tv service, which I do, then I can request a 14 day "free" Direct TV Streaming service to see if I like it and possibly switch from U Verse.
2. However, to avail myself of this "free" offer, I have to pay ATT $89+, which will, apparently, be refunded if I return to U Verse after the trial period.
4. Apparently, established ATT customer have to pay $89 upfront for this "Free 14 day trial" privilege, whereas new customers only pay $79+ per month.
5. Then if, during the 14 day "free" trial, I choose to go with Direct TV Streaming and cancel U Verse, it looks like I will continue to pay $10 more a month than new customers would pay (So much for customer loyalty). And, no doubt, this $89+ monthly fee will increase shortly because one of the caveats an ATT agent read to me was that ATT can increase this month charge at any time.
6. And, here is the strange part. During this "free" 14 day trial of Direct TV Streaming, my U Verse account can also be accessed. However, one agent told me it I used U Verse, I would be charged for that day's use. Another agent told me I would be charged for any time remaining on the billing cycle whether I used it or not. In any event, another agent told me that if I have 27 days left on U Verse billing cycle during this "free" Direct TV trial, I will have to pay for two weeks of U Verse use during the 14 day "free trial" whether I use it or not I; whereas if I have no days left on my billing cycle when I start this "free" trial, I will not be charged for U Verse. I think. But I am not sure.
Whoever dreamed up this "free" trial made it as complicated and incomprehensible as it could be. It is not wonder that Direct TV Streaming agents cannot explain in a coherent manner. This needs to be fixed.
0
0
ATTHelp
Community Support
•
215K Messages
1 year ago
We'd be happy to discuss the DirecTV free trial with you, techiphobe.
So that we can begin, please create a new thread in the DIRECTV Community Forums. This thread is 5 years old and is subject to being closed, which would prevent us from responding to you.
Thanks for reaching out to the AT&T Community Forums team. We'll be on the lookout for your new thread!
Aminah, AT&T Community Specialist
0
0