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New Member

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3 Messages

Mon, Sep 21, 2020 1:38 AM

Contract problem.

My account contract was extended for 2 years by a mistake in entering my service move. I am a snowbird and move my equipment twice a year from Ohio to Florida and back again. I have done this numerous times over the years. On March 24 , 2020 it was entered by Direct TV as a new equipment and service agreement. When I called on September 20 th,2020 for another issue I was informed I had a contract thru March 2022 not a month to month. After over 4 hours on the phone with six people they all blamed another department and said they could not correct a contract mistake. I was very upset and said I might cancel. One said $120.00 another said $240.00 and their disclaimers say $10.00 a month for contract remainder which would be $180.00. It was identified by atleast 4 employees but none could get a person to fix it. Pretty sad for a large company.

Responses

Juniper

ACE - Expert

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23.4K Messages

a month ago

Moving is a 12 month agreement. They no longer allow simply updating the service address to avoid account sharing and tax evasion (boxes active in different states means you are not paying correct taxes as can only be done by service address).

 

So now you are supposed to have 2 accounts and then suspend them as needed (max 6 months within a 12 month period). That way the rules are followed. DirecTV used to be lax on those violations, so AT&T has tightened up to follow the rules and Federal regulations correctly.

 

A 24 month (2 year) agreement should only happen if there was an upgrade of equipment (adding an additional TV counts) or some 24 month discounts come with an agreement for their same time.

 

Traditionally the agreement is valued at $20 for each month remaining. Though there are some options that result in a $10 per month instead. Depends on the exact promotion details.

-------------------------------------------------------------------------------
(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

 • 

3 Messages

a month ago

In my 4 hours of talking with many retention specialists , not one mentioned this today . You would think that a change of this magnitude Would have been relayed to me at some time. I guess this makes my decision easier and sooner than expected. I now know why Direct TV is losing customers at a record rate. When you secretly change things and then (Edited per community guidelines) the public for fees you have no intention of keeping customers. I will be cancelling my DirectTV and since AT&T owns them I will be cancelling my phones also. You have now lost my $250.00 a month and will at every opportunity spread the word of such shady and unethical practices. Shame on you Direct TV and AT&T.

(edited)

Juniper

ACE - Expert

 • 

23.4K Messages

a month ago

DirecTV being updated so that Federal regulations and Terms of Service cannot be violated (even accidently) is not shady. Would have been nice if there was a notice clarifying this for the snowbirds and such, but at the very least agents over the phone should inform customers of the current process as needed.

 

As for the agreement, the agent should have told you of the renewal. But since a Movers order is just 12 months, I wonder what was done that resulted in the 24 months. I would check the order confirmation that was emailed the day you called them to switch the service to the other address to see exactly what it was for.

-------------------------------------------------------------------------------
(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

 • 

3 Messages

a month ago

I disagree this was shady. When a person moves equipment at no cost for years and a procedure is changed and no one informs the customer , I think this shady. When it is brought to their attention and they have no intention or policy in affect to handle it, then it it is pure incompetence. To make it worse , when asked they could not supply what equipment upgrade was made. Then they can’t agree on how much the cancellation fee is . Your reply said $20.00 a month up to $240.00. The policy I see says $10.00 a month up to $240.00. I will again try to day. I will be canceling my TV and phone. I expect to have my contract dropped to 12 months and my cancellation fee to be for $10.00 for the 6 months remaining. I will decide then if I will pay the penalty. Legal advice says she checked and there are many instances of this activity by Direct, she also checked and says they are on shaky ground with the legal system for this kind of business procedure. I believe this is the reason AT&T according to some sources are trying to dump direct and offer their own streaming services. I am sure AT&T is losing business like mine just for their association with this kind of practice. Terrible business plat form.

Juniper

ACE - Expert

 • 

23.4K Messages

a month ago

Previously you would just update the service address. Now that is locked out and only changeable by a full Movers order. Though the agent would be at fault for not going over this with you, the order confirmation would show the agreement for you to review well before you are installed at the new place.

 

Yes DirecTV's Early Cancellation Fee (ECF) is valued at $20 for each month left. So a 12 month agreement is $240 and a 24 month agreement is $480 at full value. Either a new $10 per month value has been introduced, or more likely agents are quoting ECF value for AT&T services that is different from AT&T.

 

The only way to "decide" to not pay the penalty, would be keeping service until the agreement completes. If you cancel while under agreement you are billed the ECF and if you try not paying the full bill, the unpaid amount is taken automatically once balance is considered outstanding.

 

If the agreement is 12 months, then that is just the move. But if 24 months, then something else occurred to update the agreement which should be very simple for the agent to check. Since they have not been able to figure it out, call DirecTV back and when you get the voice system say "cancel". Once in the retention department request a supervisor because of all the confusion up to this point.

 

DirecTV to me has been a great upstanding service. However since the acqusition by AT&T, I have noticed an increase of agents who are not familiar with the service, assumedly because they are from the AT&T side (or just new since the merger). That lack of knowledge has gone on too long, as I feel they should be caught up by now on how DirecTV works. Plus I'm pretty sure there are bad agents in the mix who cut corners or took other undue practices, taking advantage of the challenges from the acquisition.

 

In the end they had no requirement to inform you they were going to follow the rules correctly instead of being lax as they had for years. But agents should be better about giving the right information on how it currently works. No matter what an agent says (for any company), read the order confirmation or other paperwork to protect yourself.

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

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