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Tutor

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4 Messages

Tue, May 14, 2019 9:23 PM

Missing Payments

My payment has been sent electronically from my bank since this account was opened in 2017. All of a sudden they stopped posting my payments to my account in February and have canceled my service three times. I spend countless hours on the phone, submitted proof of payment multiply times via email, and attempted to complete the payment helper form at att.com/paymenthelper (it did not let me upload the proof of payment). Several months of this and multiply fees later  and I again do not have service! The billing department managers (Ernie and Pablo) are not helpful and the claims department doesn't talk or email clients. How is this supposed to ever get resolved?

Responses

Brand User
ATTHelp

Community Support

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124.4K Messages

a year ago

Good evening, @Meredith.Grey.

 

We are happy to help you get to the bottom of any missing payments. In order to properly do so, we will need to review your account in detail. Please, respond at your earliest convenience for further assistance.

We hope to hear from you soon.

 

Ariel, AT&T Community Specialist

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*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.

Tutor

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4 Messages

a year ago

Please let me know where you would like me to send the claim and contact information.
 

Tutor

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4 Messages

a year ago

I would appreciate your assistance in getting this resolved.

Brand User
ATTHelp

Community Support

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124.4K Messages

a year ago

Hi There @Meridith.Grey

 

We did not get your last posting with your information, so we are going to try again.  Please resubmit.

 

Once you get the notification, please do the following steps:


1. Log-in to your forums account.
2. Click on the envelope icon
3. Click on the message that you get
4. Reply to that message only

 

Just a reminder: Please do not post any personal information such as, email addresses, phone numbers, or account numbers on this public thread.

 

We look forward to working with you to get this resolved.

 

Matthew, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.

Contributor

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2 Messages

8 months ago

The same exact thing happened to me.   I called and gave them this information in October and they stated they would look into.  I then Called again and they said still pending.  I called today and they said the same exact thing to go to this website and fill out a form and did not work.   Did you ever get yours cleared up.  I believe this is some kind of scam.  How many others has this happened to!   I am definetly cancelling Direct TV and they will not get me recommendation.   Ugh.   $375.80 if out of my pocket right now.  

New Member

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2 Messages

I send my payment on may 9

Contributor

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2 Messages

8 months ago

Same exact thing has happened to me.  Is this a scam?  I have made several phone calls and now today I have to go to the website to fill out the form and of course It would not let me.   Meredith did you every get your taken care of?  I am out $375.80 and I will be cancelling my account.     AND will not get my recommendation.  

Tutor

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4 Messages

8 months ago

Hello Kim,
It finally did get resolved - I worked with my bank, Wells Fargo, they were a great help in getting this taken care. Direct TV left me so frustrated that canceling my account was the only thing I could do to get this to end. The poor folks who answer the calls can't do anything to help you, requiring you to speak with the jokers in a supervisor role at Direct TV. It's a terrible situation. I was on a conference call with my bank and Direct TV for close to two hours. I'm not sure how, but finally, I got connected to Gwen, who I can only describe as an angel. After months of trying to get this resolved with unhelpful and unkind customer service reps, Gwen helped me finalize my cancellation without incurring exorbitant cancellation fees and she was super kind in the process. I wish I had her last name or ID number to give you. My best advice would be to contact your bank, and when speaking to Direct TV keep notes of who you speak to, how long each call takes, and what they say they are going to do for you. At some point, someone from Direct TV will take notice and call you. Sadly this will likely happen after you have canceled.
Best of Luck!

New Member

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2 Messages

a month ago

I send my payment on may 9

Juniper

ACE - Expert

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21.1K Messages

@Carlisa09

If you submitted a payment that processed from your card/bank, but didn't post on your DirecTV account, go to www.directv.com/paymentdispute to fill out the needed info.

This is a public forum of other customers so we cannot research it for you.

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