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1 Message

Thu, Aug 6, 2020 6:59 PM

Unfair Billing Practice

Unfair Billing Practice

I am very disappointed in AT&T customer service, and their unfair billing practice!!!

I called to cancel my AT&T owned DirecTV service on Tuesday July 21, 2020 and the customer representative told me that my service disconnect date would be Sunday August 16, 2020.

Due to my new service provider having already installed and activated my new service, I requested that my DirecTV service be disconnected earlier. On Thursday August 06, 2020 at 1:08 pm I called AT&T and spoke to someone named Mrs. Danila (not sure about how to spell her name) she told me that due to AT&T’s policy, the earliest that I could have my service disconnect was on Sunday August 16, 2020.

This seems like an unfair billing scam!!!

If I can’t access and use my AT&T owned DirecTV service/channels, it is VERY unfair (a scam) that I be billed for service that I am unable to access and use, especially when I asked for my service to be disconnected on Tuesday July 21, 2020. I am still waiting, and paying for service that I cannot access and use!!!

I am VERY disappointed in AT&T’s billing policy relating to requests to cancel service date, and I will not ever use any of AT&T’s services again!

In addition, if asked, I will not recommend AT&T services to anyone that I know!!!

If AT&T wants to earn customer loyalty, AT&T needs to treat customers with reasonable respect and not cheat them out of hard earned money. Especially for services that they can’t access and use!!!

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Employee

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14K Messages

2 months ago

They don’t prorate service. If you cancel mid cycle or even 1 day in you pay the full month

-------------------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.
teetertotter

ACE - Teacher

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372 Messages

2 months ago

Call them back and have them explain why?   Might have to do with your billing cycle and policy agreement. 

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

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1 Message

2 months ago

This is happening with me currently. Two months after cancelling and they are still pulling from my bank account and reported to credit agency. Ridiculous... after 20 years of loyalty!!! 

Brand User
ATTHelp

Community Support

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133.9K Messages

2 months ago

Hi @esmersldrivera, we are here to help.

 

 

Are you having an billing issue that we need to address?

 

We would like to know more about your issue or complaint.

 

 

Please feel free to reach out to us. Thank you for contacting us on AT&T Community Forums!

 

Lafayette, 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.
Juniper

ACE - Expert

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22.9K Messages

2 months ago

@SDIsbell 

 

This is why it is important to discuss with your current provider BEFORE you have a new one installed and activated. Even calling while the order is placed gives you freedom to reschedule if needed.

 

They stopped prorating services almost two years ago. They are not the first, and certainly not the last as I have been notified by other companies who have made the same type of change. This is in the Terms of Service so you are being billed correctly. It was your option to wait until the end of the service month to cancel.

 

Notice to us customers 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).

 

(edited)

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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

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1 Message

2 months ago

It's because they don't care about their customers anymore they say whatever they have to say to keep the service going or try to get you to sign up for new service and then when you call back to complain they just apologize for the last representative and what they said and then along the way they try to fix it with the 5 to $10 credit here and there and then just try to sign you up for something else their service has definitely  declined over the years

(edited)

Juniper

ACE - Expert

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22.9K Messages

2 months ago

@MRS92597 

 

All companies that offer services require their agents to "upsell" any additional products and services. Yes it should be relevant for the customer, but some agents throw offers out there just in case the call is monitored.

 

Multiple companies are going away from prorating and just doing flat monthly billing. This is not exclusive to AT&T/DirecTV. With the trend, be prepared for any other services you have to do the same thing (if they haven't already).

 

They care about their customers to the extent any business does. But like others they have both good and bad agents, as they are human. I agree a credit here and there is not the way to resolve a situation. Throwing money at customers only encourages more problems as they start to expect it, just escalating the already greedy consumer society we have.

 

Though we have no option to guarantee you a way to only speak with their best agents, perhaps experienced customers (and once in a while the off the clock employee) can provide guidance here in the forum. If the issue is anything other than not liking their new Terms of Service from almost 2 years ago, I would start a fresh thread specific to your concern.

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

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2 Messages

2 months ago

Similar thing happened to me as well. I cancelled on April 20th, 2020 and they told me I had to keep the service till May 20th because I was PAID until then. So I held off the replacement service. They cancelled me on May 20th and then proceeded to bill me for the month of May and also and early termination fee for a customer who had Directv for over 25 years (three locations). They told me I had a "verbal" contract. This is a very wrong and I will do everything in my power to make sure it NEVER happens to any friends or family of mine going forward. It should be pretty easy I belong to a service organization with over 10 million members. Maybe that will get their attention. I will never use AT &T again.    

New Member

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2 Messages

2 months ago

I had a similar experience. I tried to cancel my service on April 25th, 2020 but was told I had PAID through May 20th and could not cancel till then. So I held off the replacement service. Only to find out I am being billed for the Month of May now and an early termination fee (for a customer of over 25 years). Early termination fee? I was told I had a "Verbal" contract with the company. So I paid the bill, called my attorney, called the Better Business Bureau, called my local Congressman and sent a letter off to the service organization I belong to with over 10 million members. They will NEVER do anything until we hit them in the pocket book like they did to us! This kind of practice has to stop. 

Juniper

ACE - Expert

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22.9K Messages

2 months ago

@Carnivalcruiser1 

 

If your service canceled May 20th (last day of service month), but were charged May 21 thru June 20, that is an error. You would need to call DirecTV to adjust the additional month. I would double check the service dates (not the bill/statement date as that is normally day 2 of your service month).

 

As for the ECF, agent setting up cancellation should have checked that and informed you. Only certain things would have come with an agreement, most notably upgrades and Movers order. Since agreements for those actions are in the Terms of Service, and is listed on the order confirmation sent out same day as order placed, there is no dispute for being unaware. However, if there is a warranty replacement that was activated as an upgrade in error (not as rare a situation as it should be with their techs), that they can review and adjust as needed.

(edited)

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

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1 Message

2 months ago

Directv is the worst company to deal with. During our 3 plus years with them, every billing and service issue was a big hassle. Representatives are hard to understand and lied to us about our rates. I finally learned to tape all phone calls to prove when they lie. We finally had enough and canceled our service. And guess what? They still charged us. I have spent probably 10 hours on the phone with them over the years and I cannot wait until we are out of their awful control. 

New Member

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1 Message

2 months ago

I feel your pain!  I am also from a "grand-fathered-in" service: DIRECT TV with a satellite dish.  3 years ago when I moved to this house, I was told that ATT was taking over Direct TV.  I knew that my bill would eventually SHOOT UP and there would be nothing much I could do about it - as AT&T sets their prices and then never lets you go; promising you amazing deals at first; then removing them; and hiking up your bill when you get comfortable with them.  I now pay $156 per month for BASIC CABLE & the lowest speed wifi.  We frequently have service outtages when there are storms.  That's just how it goes.  Just got a flyer from SPECTRUM for $39.99 per component (internet + TV)  Seriously thinking of switching!

shannon02

ACE - Expert

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20.9K Messages

2 months ago

No, it is not we still see it and post to it.  Do not post your info here.

(edited)

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

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1 Message

2 months ago

and that's why people are leaving every day, AT&T customer service was bad beofre they bought DirectTV, now its even worse. You can stream Hulu, NetFlix, Sling, Amazon , You tube for A LOT less...I will be canceling my service at the end of August

New Member

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1 Message

2 months ago

SDIsbell, I am also a very unhappy Directv customer, particularly with their billing practices. Quite frankly, I wouldn't give them 1 more dime if I were you. I've been with-holding the incorrect amounts on my payments. It's important we share our experiences with other customers who might be having issues as well.  With my situation, I'd contacted Directv/AT&T via U.S. Mail as there is NO email method available, which tells me they are severely limiting how customers are able to communicate with them.  Not good customer service!  I've found calling in to be a waste of time too for a variety of reasons. My next plan is to send 1 more letter explaining my circumstance and send a duplicate to the Better Business Bureau.  The BBB has been helpful to me in the past.  Best of luck on getting a speedy resolution.  

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