For the latest on our response to Coronavirus (COVID-19), click here.
How to initiate an Executive Escalation for DirecTV?
On 3-JAN-19 I contacted DirecTV on behalf of my mother in law. She has been a DirecTV customer under a 2-year contact. However, she has contracted pancreatic cancer and was admitted to hospice. When I initially contacted DirecTV on 3-JAN-19 and explained the situation, I was told that her bill would be prorated to that date, and the early termination fee would be waived. Because auto-pay was setup she would be receiving a check for the remaining balance of the amount that had been already charged to her credit card. I assume that for quality purposes, that interaction between the ATT rep and me should have been recorded, so there would be proof that this is what I was assured. I took contemporaneous notes at the time and reiterated the amount due, amount to be credited and confirmed that the early termination fee was to be waived back to the agent......However, we then received a bill showing the early termination fee was not waived. I have called several times since and literally spent HOURS being transferred from person to person (having to explain the entire story from the beginning)..I've been transferred to a supervisor who said she'd call me back in 30 minutes and never did, resulting in me having to call yet again and get transferred to several reps and explain all over again. I called last Monday 11-FEB-19 and spent >90 minutes being transferred around only to find ATT billing system was down during the middle of a business day, so no one could ultimately assist me.
I called again today..I was transferred around again from rep to rep, was put on hold for ~30 minutes waiting for a supervisor who never came onto the line...I hung-up and called back, was transferred a couple times and spoke to a billing rep who told me there was no 'documented' proof I was initially told the early termination feed would be waived on 3-JAN-19. I am asking that the audio recording from my interaction be retrieved to confirm what I am saying is true...I am also looking to determine how I can initiate an Executive Escalation to Mr. Randall Stephenson's office. I attempt to call ATT corporate offices and cannot find a way to get directed to his office.