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babyduke

Teacher

 • 

24 Messages

Fri, Feb 14, 2020 9:49 PM

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.

Responses

Constructive

Employee

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7.8K Messages

2 months ago

not sure who you can contact but i do know they dont prorate any bills whether your 1 day into a billing cycle or 10 days you are still billed for the entire month.

@Juniper got any input on this?

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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.
babyduke

Teacher

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24 Messages

If so, they should've informed me at the time of cancellation. I specifcally asked about that prior to cancelling otherwise, i would've waited until closer to the end of the billing cycle to cancel.

Constructive

Employee

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7.8K Messages

it was communicated in a bill and email last year

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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.
babyduke

Teacher

 • 

24 Messages

Obviously even the AT&T employee wasn't aware of this policy because she too misinformed me that i would be billed only til the cancellation date. Isn't that what AT&T agents are for, to inform customers and remind about new policies?

(edited)

Juniper

ACE - Expert

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18.7K Messages

@babyduke

If your bill "suddenly doubled" then that was not a rate increase, and was not without warning. That would be discounts ending. The only time the rate itself adjusts would be once a year, which just took place within the last month. And the annual price adjustment is no more than $10 depending what you have. So the difference bill should have reflected during the months prior as it was counting down.

Agent should have been aware that final billing is not prorated. You pay for the service for the full month. This has been part of the Terms of Service for over a year. Here is the notice sent to us customers back in 2018.

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).

You can call DirecTV and speak to a supervisor to submit a complaint on the prior agent for giving false info, but unfortunately there is nothing to refund as you were billed correctly per the Terms of Service. Whether the agent gave false info on purpose, or they went by outdated info they had used for so long, it needs to be addressed either way.

-------------------------------------------------------------------------------
(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.

New Member

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5 Messages

AT&T constantly lie about charges, make account changes without permission, go to great lengths to block human contact, etc. I moved my DirecTV service and was told by the agent there would be no charge if I took my equipment, then I get the first bill at the new location and there is a $199 move fee. Then I received an email today that a $25 discount I'd had for having multiple AT&T accounts (wireless phone, wireless "home base" internet, and DirectTV) was being discontinued because of a "system reset."

If someone can be gotten on the telephone (a feat in itself) they generally do not know what they are talking about, make stuff up (obviously ... different agents tell different stories for the same questions), and AT&T just ratchet up charges every month and make service changes without any notice or permission. They have to be among the worst companies in America, and unfortunately I am stuck with them as the local cable company will not service my address, and there are no other internet options. AT&T seem to know this, and behave accordingly.

So the OP issue of being lied to about charges is perfectly normal for AT&T and part of their culture. For those of us who are essentially trapped into their awful services, there is no choice but to put up with their near criminal behavior and hope more internet options appear in the future to put these horrible behemoths with nonexistent customer service out of business for good. I hope I live long enough to see that happen.

mobilemax

Employee

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796 Messages

Hello,

There’s no prorated billing for cancellation on Directv (has been since January 2019, see here: https://www.androidcentral.com/att-will-stop-prorating-bills-if-you-cancel-service-after-jan-14-2019). There is prorated cancellation for Wireless (cell phones) though on AT&T.

(edited)

*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.
Juniper

ACE - Expert

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18.7K Messages

@rmay9558

If it had been at least 12 months of active service since your original install (or last move), with account in good standing, then Movers order would expect to be free. The $199 Movers order would only be charged if you don't qualify. Even if agent assumed it would be free without checking first, they would see the charge before submitting the order (unless perhaps they rushed through it), so that was definitely fault of the agent.

Just like the original order when you started service, DirecTV sends you an order confirmation. That way you can review it an ensure no surprises if an agent misquoted, there was an error on the order, or just a misunderstanding. Protection for both DirecTV and you.

-------------------------------------------------------------------------------
(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.

New Member

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5 Messages

It was only 3 months since the original install, and I specifically asked about any moving fees. I was told that as long as I take my equipment with me there would be no additional charges if I continue to keep the service for the remainder of the 2 year contract. Had I know there would be a $199 moving fee, I would have paid the $400 early termination fee and changed to Cox TV/internet at the new address which is far better, faster, and no data limits as I have with the AT&T wireless gadget (formerly called "Home Base", now called something else).

Then today they droped the $25 discount for having multiple AT&T services due to a "system reset" (DirecTV, cell phone, and wireless internet) so my costs for cell phone (no internet use ... just phone calls), wireless internet with a 100 GB monthly limit, and DirecTV, is twice what I would pay with Cox. Live and learn ... I'm dumping all 3 of these AT&T ripoffs and switching to Cox for TV and internet with a Verizon phone. AT&T has become the lowest form of scum as a company, and I'll be glad to never send them another dollar for the rest of my life.

Juniper

ACE - Expert

 • 

18.7K Messages

With only 3 months in that definitely didn't qualify. It would be difficult for me to believe even an agent fresh out of training would make that mistake.

Sorry about your bad experience. As a fellow customer, I can only educate to try and prevent issues, answer some questions based on my experience, and give guidance on any existing issue experienced.

Remember even with closing the account, you will pay for the full service cycle. So suggested your last day of service be near the end (before the service month starts over) so you get the most you are paying for, and to schedule any new install accordingly so you avoid (or minimize) any overlapping service time between old and new provider.

-------------------------------------------------------------------------------
(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.

New Member

 • 

5 Messages

2 months ago

From what I've read, report to BBB. I cut the cord tonight so will be in the same boat I'm sure. I went with different provider all together though.
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