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Complaint about AT&T/DirecTV (dishonest and unethical)
I've had the DirecTV for many years but sadly had to switch to Xfinity when AT&T suddenly doubled my rate and was reluctant to lower it. So I cancelled the service on 12/30/19 and I was told to wait for my final bill reflecting the noted cancellation date of 12/30. When I received the statement, I noticed that it was for the full billing period of 12/18/19-1/19/20. When I contacted DirecTV, I was told to pay the full amount then the refund will be processed for the billing period of 12/31/19-1/19/20. So I did but never received a refund.
So I logged into my account and chatted with an agent who apologized and assured me that the refund will be processed right away and even gave me a reference number. After another week or so, I logged in to chat with an agent to follow up. She again apologizes and tells me that she's working with her supervisor to get this processed right away. I received another reference #. No refund ever came. So after another week or so, I called DirecTV and the agent tells me that they no longer provide partial credits. I was appalled. I then complained to AT&T via live chat. Again, the agent apologizes and tells me that she's working with her supervisor and I will be receiving a refund right away. It never came.
Today(2/14), I inquired about this via live chat and this time the agent tells me there's no record of anyone promising for a refund. I then provide both reference #s that I received. I think those numbers were bogus because she still says there were no notations. Then I got transferred to "Francis" who claimed to be a supervisor who gave me the same story that there's nothing that can be done.
To whom or what authority can I report this to? I also can't help but to wonder how much AT&T profits by cheating their customers like this? I plan on sharing this experience in my community forums such as Nextdoor.com to warn everyone.