Skip to main content
AT&T Community Forums
Announcements
F

New Member

 • 

6 Messages

Fri, Sep 25, 2020 4:43 PM

Billing

billing cycles

Responses

New Member

 • 

6 Messages

a month ago

if you are happy with direct tv wait until you want to disconnect. You will have to stay on hold for hours, speck to someone who can't help you and then they will continue to charge you. It is  a nightmare.

Juniper

ACE - Expert

 • 

23.3K Messages

a month ago

Umm "billing cycles"? Did you have a question there?

 

As for your other post, sounds like you were trying to disconnect service. Yes hold times are high right now. They are short staffed from Covid because they were required to close many call centers temporarily. So it will be a while before they are back up to normal staffing.

 

As for still charging you, well you do have to still pay for the service month you are in when you cancel. They like many other companies no longer prorate final billing. So no matter what day within your service month/bill cycle, you pay for all of it. As long as they do not charge you for the service month that starts after you call, you are good to go. Here is the notice from 2018 informing us customers about the change.

 

Please read this if you receive DIRECTV, AT&T U-verse® TV, AT&T Internet, AT&T Phone, and/or AT&T Fixed Wireless service(s). We want to remind you that you’re billed in advance for recurring service(s) and/or programming charges and applicable fees based on the terms of your current service agreement(s) with us. Starting January 14, 2019, subject to applicable laws, we’re updating your agreement(s) to include your recurring service(s)/programming charges and fees won’t be prorated if you cancel the above service(s) on any day other than the last day of your billing cycle. Your service(s) will continue until the end of your billing cycle but you won’t get a refund (prorated credits) for any remaining days left in your billing cycle. For products not listed above, refer to their terms of service for more information.

Questions about this change? Go to att.com/ProrationPolicy for more information and to see the revised section of your service agreement(s).

 

 

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

 • 

6 Messages

a month ago

Juniper, Do you work with Directv , hired to discredit dreogetory posts or just don't have anything to do exept get involved with other peoples issues?  And I had the same type of issues before anyone new the word covid so you need to make up another reason for Directv's poor service. 

 

Juniper

ACE - Expert

 • 

23.3K Messages

a month ago

@fsneed 

 

I do not work for DirecTV. Just a very experienced customer.

 

Regardless of any issues you have may have experienced before, Covid now adds on top of that. Before Covid I did not experience long hold times for the most part, outside of understandably busy times (such as start of NFL season as they are the exclusive provider of the Sunday Ticket).

 

I was not discrediting your post. I pointed out that your first post didn't really say anything, so didn't know if you had a question or had a situation you needed guidance on. Regarding your 2nd post that actually had info, I was clarifying the change to their Terms of Service that updated almost 2 years ago. If your grievance was with paying the full bill instead of a prorated amount, that is understandable (personally I liked the old way better), but is billed correctly like other companies. But if you are being billed for the service month after that, so the account not canceled as requested, then that is a problem. You didn't specify on the "continued charging", so I covered both bases as it could have gone either way if billing was correct or not.

 

This is a public forum, so you are discussing your issues and questions with other customers. If you only want official support, then you have to call them. Though I would suggest making sure you are calling the normal DirecTV number, not the AT&T one.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Brand User
ATTHelp

Community Support

 • 

136.4K Messages

a month ago

We are here to help, @fsneed.

 

Thank you to @Juniper for the useful information.

 

We sincerely apologize for any inconveniences you may have experienced with calling customer service, please give us the chance to turn this around for you.

 

Let us know more information about your billing concerns, so we can better assist you.

 

Marc, AT&T Community Specialist

 

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

 • 

6 Messages

24 days ago

The day I called to disconnect my service I was told by your representative that that was the last bill that I would be charged. It was paid that day. My only other obligation would be returning the equipment, which I have yet to receive the letter I was told would be coming to the house with the directions and the list of equipment. Please review the phone call from that day should you feel it neccesary. I am not trying to dodge my responsibilities. I have been with Direct for over 9 years. I do believe that there is much room for improvement with the billing department and the availability for customer service representatives to take car of customer issues in a timely manner with correct information. I think if you review my account and listen to the phone conversation we can resolve this issue and both feel comfortable with the outcome.

Thank you

Fred

 

Brand User
ATTHelp

Community Support

 • 

136.4K Messages

23 days ago

@fsneed.

 

If you haven't received the letter yet, you can check out our article on How to Return Your Equipment to find out what needs to be returned, and how you can do it. Let us know if this helps!

 

Ramses, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

 • 

6 Messages

23 days ago

I believe it will be better to wait on the actual letter so there is no misunderstandings as to what needs to be sent and where it goes. If I have learned anything it is to have everything in writing. But thanks for the information.

Juniper

ACE - Expert

 • 

23.3K Messages

23 days ago

@fsneed 

 

Calls are monitored randomly for quality and training only, not record keeping. So there is not a "call" to review, just whatever notes left on the account as well as the date the call came in compared to your service cycle.

 

Even if agent was wrong and you had one more bill coming (such as if you called the day before it produced so they only looked at balance and not actual service dates), that does void a valid bill.

 

What are the models of each box you have? A lot of the automated messages just give general return info, without clarifying by the specific models. As for the link the Help team provided, that is their official return page so you have it in writing from the company itself.

 

How To Return The Equipment 

Go to a FedEx or UPS location with your account #. No need to bring a box or label, the equipment will be boxed it up & shipped out at no charge. The process takes less than 5 minutes. 

 

If you have returnable models, but are over 10 miles away from a participating shipping location, then you call DirecTV to use the old process. That is where they send you (by FedEx) a prepaid return kit that you box up the returnable models and send back (by USPS, not UPS).

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Get started...

Ask a new question