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1 Message

Mon, Jun 25, 2018 1:23 PM

What is the mailing address for DIRECTV Customer Service.

Need a snail mail address for sending a letter to DIRECTV Customer Service.

Responses

Juniper

ACE - Expert

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23.9K Messages

a year ago


@CaroleJB wrote:

I needed to stop them from automatically charging an empty house for DTV service.  Last time they charged me a full year before I got them to return half of it. I refused to be automatically billed to my debit card after that. Which is what they just did again!  An address is on nothing these days. Went through my bills and no mailing address......  

 


The only way to cancel is over the phone. Customer support does not have a mailing address itself. When you get the voice system say "cancel" and that should route you directly to their retention/cancellation department. If you had previously requested to cancel, but was not completed, then they are the ones to look into this for you.

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New Member

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2 Messages

7 months ago

Stop sending paper to buy your plan. Why I tried twice more here is not available. Then stop sending false advertising. I'm tired of receiving paper. san Luis avenue san bruno ca zip code 94066. [EDITED per Community Guidelines]

(edited)

New Member

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4 Messages

5 months ago

they sure dont want to give out any information on how to file a complaint about a bill, if you mail your complaint to billing regarding a complaint about your bill it will be shredded, It took me 4 different customer service reps before I could get one to give me they proper address, I find that overall at&t/Direct tv treat there customers like dirt, I will never deal with them again for anything.

Juniper

ACE - Expert

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23.9K Messages

2 months ago

@Karol 

 

Huh? What are you talking about? DirecTV doesn't steal money. Auto bill pay simply pays your bill in full at the same time each month.

 

Certainly up to you if you are more comfortable remembering to pay the full bill each month. If you feel there is an issue with what you have been billed, then post details for experienced customers to weigh in and give guidance, or call for official support. But you have to give details as to what the problem is either way as you haven't given any context yet.

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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.
Juniper

ACE - Expert

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23.9K Messages

2 months ago

@Karol 

 

Do not post personal details (such as your account number). As mentioned this is a public forum of other customers. We can provide guidance and share relevant information, but cannot access your account.

 

If I understand correctly, your issue is you moved and are wanting refund from the day you moved and didn't have it installed in the new place. You also say you couldn't have a satellite dish at the new place, the reason you didn't keep the service.

 

You are allowed to have service anywhere in the country. Per Federal regulations (OTARD), landlords, HOAs, and the like are forbidden from preventing you from having service. You can install anywhere that is in your direct control (such as a balcony or railing). However if you place a Movers order, and the tech is unable to get line of sight for the service (such as trees in the way), then when you call to cancel you are supposed to get a waiver on any early cancellation fee (ECF if you have an agreement).

 

So if canceled for no line of sight (NLOS) from a move, but ECF charged in error, then a later agent is supposed to credit the ECF for billing error. Until adjustment is made and results in a credit balance, there is nothing to refund yet.

 

However, for service you didn't receive, that depends. No matter what day you stop using the service, you still pay for the full service month. This is because DirecTV stopped prorating final billing like many other companies. So for example if your service month started 9/4 but you moved and stopped using service on 9/10, you still pay for service 9/4 through 10/3 as that is the entire service month. But in that example if you also get charged 10/4 thru 11/3, then that is the next service month which would be an error as the account was not canceled. For that you would need to call DirecTV, speak to the retention department (say "cancel" when you get the voice system), and possibly speak to a supervisor to review the account.

 

It sounds like you were expecting a refund for unused days of service, which is not done per the Terms of Service. And DirecTV is neither the first or the last company to go to flat billing, as seems to be becoming the standard. But if service month did start over after you called to cancel, then that needs to be disputed.

 

For reference, here is the notice they sent to all us customers a couple years ago.

 

 

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).

 

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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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4 Messages

2 months ago

that is the big problem, one hand has no idea what the other is doing, they really like to blame problems on contract employees. they got me for 600$ because a contract employee was either dishonest or just had no clue what she was doing, after several trys i finally got the proper address to send a formal written complaint  (they dont give it up willingly) and 2 months latter still no response. I will never deal with at&t/direct tv again. sad thing is they dont care, just a corporate monster that has totally lost touch with the individual customer.

Juniper

ACE - Expert

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23.9K Messages

2 months ago

Whether company employees, or outsource 3rd party (likely since many call centers have been closed temporarily per Covid restrictions), it does sound like you were given incorrect information. From what you described it was probably a mix of those that don't know the correct policy and others who were just telling you what you wanted to hear in order to move on from the call. Horrible that the issue just continued with that many agents.

 

I look forward to when they return to primarily company trained employees. Although I hope they have better training for those that come over from the AT&T side, and in particular that agents are sorted to their area of expertise (not expecting one agent to know the ins and outs of every different service under the AT&T umbrella).

 

If it turns out yours was the situation of the new billing policy where there is nothing prorated (so no refund to issue), I hope at least the info provided cleared up what is going on so you don't continue going through hassle and waiting on the wrong expectation. But if it was a billing error in the end, and a supervisor in the retention department cannot fix it, the next step would be a BBB/FCC complaint.

(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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4 Messages

2 months ago

It was long before covid that they burned me, they have an answer for everything , really sad they are using covid-19 now. at&t/direct tv are really good at one thing, making excuses!!!

Juniper

ACE - Expert

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23.9K Messages

2 months ago

Covid is a legitimate hardship for businesses and individuals. It does not excuse any underlying issues of course, but it does enlarge any existing problems. Comming out of the restrictions for Covid and continuing work on everything still needing to be finished from the acquisition of DirecTV, they have a long road ahead of them to get back to the quality we have come to expect.

 

They really need to buckle down on quality of agent knowledge (or at least reasonably being able to look up needed info). That I feel should be top priority, as it concerns me that more often experienced customers are correcting information put out by agents then reasonably should be expected.

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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.
Juniper

ACE - Expert

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23.9K Messages

2 months ago

I am saying DirecTV historically has high customer service. But challenges from AT&T's acquisition, and now all the issues that have snowballed from Covid, have given that a huge hit. They have their work cut out for them to get back to where they were.

 

No the customer is not always right. That perception has been taken too far out of context. The customer chooses their own fashion and likes. But a business still has to have their rules to follow, including setting and negotiating pricing. The customer doesn't always get exactly what they want, nor should they expect that they deserve to. That kind of thinking is what breeds the "Karen" type as they are currently known as.

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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.
Brand User
ATTHelp

Community Support

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140.3K Messages

2 months ago

@Karol Let us see what we can do for you.

 

So that we can assist you with this account-specific concern, please provide your account number, full name and best contact number. Looking forward to working with you!

 

**For your security, this thread is now private. Only the original poster will be able to access and post on this thread.**

 

Aminah, 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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23.9K Messages

2 months ago

@ATTHelp 

 

WARNING WARNING WARNING!

 

Thread is NOT PRIVATE! Either the system is broken or agents have no clue what they are doing. This happens very often.

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

9 days ago

THIS IS MY PROBLEM WITH DIRECT TV

shannon02

ACE - Expert

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21.3K Messages

9 days ago

This is a public customer to customer forum and you have posted your info to the world, prepare to be scammed.

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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