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Contributor

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3 Messages

Mon, Mar 18, 2019 5:19 PM

Charges after cancellation - AT&T DIRECTV scam

My 24-month Direct TV 24 month contract was completed February 5, 2019. I called and cancelled 5 times. The first time I cancelled was January 4, 2019, then again January 25, 2019. Then on February 9, 2019 - I made 3 calls totaling 59 minutes to attempt confirmation. Each time I called, I was told my account would be cancelled February 5 with no additional charges. Every time I called, the representative told me that the account was NOT closed. I am telling you this is a HUGE scam! Only the 5th time I called, I did receive an email confirmation. (After I was clearly upset and ready to call the Attorney General). Now, they want to charge me for the 4 days it took for the cancellation to be honored, $27.20. This week I receive a bill for $27.20 and a new LATE charge of $4.25. REALLY, are you kidding me? Now my bill is $31.45 bogus charges. I called today Direct TV, (800-531-500) 3/18/2019 @ 10:31 am EST, and spoke with a representative (Charles ID#CU754T) and he told me that I was indeed responsible for these charges, even though he could clearly see I made numerous call. I requested to speak to his manager and he just placed me on hold. Nice move. 

Please help me with this scam. Below is proof that I called AT&T and Direct TV on those dates. See attached clips. Oh, of course. I cannot attached the .pdf files. Let me know how to send to you!

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Accepted Solution

Official Solution

Juniper

ACE - Expert

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18.5K Messages

a year ago

If you service cycle starts over on the 5th of each month, then when you cancel service continues through the 4th. You pay for the full month, but receive service for the full month. This is the current cancellation terms that went into effect at the start of the year. If your service was no longer working as of the 7th, then that is an issue and you would need to call DirecTV 1-800-531-5000. Service is supposed to continue through the end of your billing month, the same time you are paying for.

 

For reference, here is the notice sent in November 2018:

 

Please read this if you receive DIRECTV 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).

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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 2019 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.

Contributor

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1 Message

a year ago

Ridiculous !They are charging me fir a whole month of service because my billing cycle ends on the 4th of the month and i called on the 5th and cancelled.  They even have record of turning off the service to my home on the 7th. But yet i have to pay $135.18 for nothing! They are steeling from hard working people jut to line there pockets even deeper. They know people aren't going to go to court over a smaller amount. So here we are all together cancelling service and paying them millions of dollars for no service!! What a joke!  Think about it.  They are getting free money by scamming people. 

Tutor

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5 Messages

9 months ago

How can I get a copy of my signed contract brand new customer as of last week. I have asked for this and can't seem to get it. If the copy is not given to the customer is it binding?

Tutor

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5 Messages

9 months ago

I called the 1800 531 5000 number she informs me that yes it's 24 hrs for some depending on what system your acct was entered into. For me it's actually 14 days because of the acc system mines was entered into called REAL. I still have 5 days to cancel without paying cancellation fees

Contributor

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1 Message

9 months ago

I was a loyal customer for over a decade. Gave DirecTV thousands of dollars for many years of service. I called prior to the MLB extra innings new subscription time frame and canceled the upcoming season along with down grading my package. A month later I cancelled all services because I moved and changed to another service. I sent back all equipment (plus an extra receiver and all cords too!) and paid my final bill. I now received a notification that I owe for the rest of the MLB season and my card on file will be billed $118+!  I spoke to a representative and was told they will investigate. After years of paying what is equivalent to a car payment they are still trying to steal more money! 

Juniper

ACE - Expert

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18.5K Messages

9 months ago

If you called to opt out of the MLB Extra Innings before the season started, then as that would be an error. However all agent has to do is look at the day you called in and check the notes or changes at that time. If the prior agent didn't make the change and left no notes (at least in reference to the sports subscription), them saying they will "investigate" probably means having a supervisor see if that particular call was captured for quality/training and to review it.

 

Hope you get that straightened out. Certainly not the company trying to "steal" any money. Just either an individual agent who did not complete their job or a glitch in the system with the removal.

-------------------------------------------------------------------------------
(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 2019 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.

Contributor

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3 Messages

5 months ago

I believe that anyone who cancelled their Directv service after January 14, 2019 when AT&T new contract notice went into effect which stated that Directv would be billed in advance of monthly service and whose contract of 24 months was satisfied and they notified AT&T on the last day of their billing cycle to cancel Directv and was then billed for Directv going into the next month/billing cycle should contact either a consumer protection agency, your state attorney general or the federal attorney general and file a consumer complaint against AT&T for fraud.  On the bill line for Directv the billing statement specifies the bill date not the service provided date.  AT*T clearly stated in their January 14, 2019 service provision contract that Directv is billed in advance of service.  AT&T is using fraudulent tactics to bilk another month of service fees from customers who cancel service.  This happened to me and I plan on taking my own advice and take action against AT&T.  This should be a class action lawsuit against AT&T.  I spoke to Customer Service and got no where.  No one should take this lying down - it is dishonest business practice that should be addressed by the federal government.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

directv

New Member

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1 Message

@notodirectv2919

I just called to cancel 5 days in and they informed me they are charging me for the full month even though we now have spectrum. I am all in for the (Edited per community guidelines)!!!!

(edited)

Juniper

ACE - Expert

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18.5K Messages

Yes you pay for the full service month. Those dates are listed on your bill. The bill produces and mails out day 2 of the cycle.

If you call on the last day of your bill service month to cancel, then charging you for the next month is an error (which a few others have posted so seems to be delay in the system).

However if you call day 1, day 7, etc. then you are responsible for the remaining days of that cycle. Doesn't matter if you have another provider, as this is the Terms of Service that you pay for the complete month, not partial.

This is why people should call their company that they are considering canceling. Otherwise if they are impulsive and just start something new and then call to cancel after the fact, then they find out too late how the process works or any options that might have worked for them.

-------------------------------------------------------------------------------
(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 2019 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.
Juniper

ACE - Expert

 • 

18.5K Messages

5 months ago


@notodirectv2919 wrote:

I believe that anyone who cancelled their Directv service after January 14, 2019 when AT&T new contract notice went into effect which stated that Directv would be billed in advance of monthly service and whose contract of 24 months was satisfied and they notified AT&T on the last day of their billing cycle to cancel Directv and was then billed for Directv going into the next month/billing cycle should contact either a consumer protection agency, your state attorney general or the federal attorney general and file a consumer complaint against AT&T for fraud.  On the bill line for Directv the billing statement specifies the bill date not the service provided date.  AT*T clearly stated in their January 14, 2019 service provision contract that Directv is billed in advance of service.  AT&T is using fraudulent tactics to bilk another month of service fees from customers who cancel service.  This happened to me and I plan on taking my own advice and take action against AT&T.  This should be a class action lawsuit against AT&T.  I spoke to Customer Service and got no where.  No one should take this lying down - it is dishonest business practice that should be addressed by the federal government.


 

DirecTV has always billed "before" the service. They bill at the start of the service month, not after you have used it. They are primarily subscription based, as opposed to cell phone which is usage based. So when DirecTV bills has not changed. What has changed is they no longer prorate final bills, so you are still responsible for the full service month. So when DirecTV bills is the same as when they started back in '94.

 

The bill does show the service dates. It shows service from this date to this date. The bill date is the day the bill produced, which is day 2 of the cycle. This allows for anything that must process day 1 to avoid the bill going out before everything may be properly accounted for.

 

From a few posts, there does appear to be a couple issues in the system applying the new policy. Some have stated they have called on the last day of the cycle but cancellation did not go through until the following day which was the 1st day of the new cycle, resulting in another month's charge. That seems to be a system issue. The other concern that has been posted is that supposedly agents can only cancel (as in turn off usable service) effective same day, as opposed to scheduling for the last day of the service cycle. If that is not a system issue but programmed into the system to be that way, then that is a bigger problem. If they are unable to find a way to retain your business, then cancellation should just be end of current service month so that you have the option to use the most out of what you are paying for.

 

So when DirecTV bills has not change and is unaffected by the new policy. However there does appear to be a possible critical system issue with calling and canceling last day but not going through until the following day (at least for the billing), and the annoyance that the system can only turn off same day instead of defaulting to that last day of the service cycle. So system issues need fixing, and if that second part is by design then they should change it (in my opinion).

-------------------------------------------------------------------------------
(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 2019 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.

Contributor

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3 Messages

5 months ago

I called AT&T October 29, 2019 the last day of my billing cycle to cancel Directv. It was cancelled. I stopped watching Directv on Oct 29 because I took out new TV service with Hulu. My bill date was 9/30 - 10/29 which I paid for in the previous month of September since service is billed in advance, so I should not be charged for 10/30 - 11/29 when I did not receive service - the service was cancelled. The service rep at AT&T said I owe the service fee for 9/30 - 10/29 and I said no I don't because Directv bills in advance and i already paid for that service. I still plan to file a consumer complaint with the US Attorney General. I will ask that they look into AT&T's deceptive billing. I still believe your company is frauding the American public. When AT&T turns off the service that is their internal affairs business, but cancellation should be effective the day of the notice as long as it is during business hours, which is what I did. I am not paying this amount and if push comes to shove I will cancel my phone and internet service and AT&T will not see one dime from me other than for the service period used.
Juniper

ACE - Expert

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18.5K Messages

5 months ago

@notodirectv2919 

 

If your service is 9/30 to 10/29 than it was impossible to pay it in September. DirecTV does not bill an entire month prior. The bill produces day 2 of the service month, which means that bill would have produced 10/1. Day 20 of the service month is when the bill is due by.

 

So DirecTV billing in "advance" means at the start of the service month, not after it has ended. It does not mean you pay for it a month earlier.

-------------------------------------------------------------------------------
(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 2019 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.
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