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New Member

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3 Messages

Wed, Aug 12, 2020 10:13 PM

Why does it seem like AT&T doesn’t care about its customers during this financially difficult time?

Tried to cancel my service due to financial reasons. Tried doing it the correct way instead of just not paying my bill. In response a supervisor named Isaac informed me that the cancellation would not take place until the following month because it was 2 days into the new billing cycle! So in other words, I would be charged an additional month because ATT apparently cannot prorate those 2 days! I have been a DIRECT TV customer for 20 years!! Ridiculous! NEVER returning to this company! 

Responses

Constructive

Employee

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14K Messages

2 months ago

Every provider does not prorate 

-------------------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.
shannon02

New Member

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20.9K Messages

2 months ago

DTV stopped prorating the bill 2 years ago as stated in the TOS.

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*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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3 Messages

2 months ago

No school district had ever closed, no car dealership had ever accepted that you return your vehicle if you were financially impacted, no bank had ever deferred monthly payments, unemployment benefits had never included an extra $600, student loans had never stopped incurring interest....

I think these times are unprecedented and therefore ATT should be more understanding and make changes to their practices and TOS to help out their customers. I guess being a loyal customer for 20 years isn’t worth much.

Juniper

New Member

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22.9K Messages

2 months ago

@Dmnds1231 

 

DirecTV is a luxury entertainment service. As such it does not get additional exceptions to your billing because of financial hardship. It is not something considered a necessity (basic phone/internet, water/heating, to an extent transportation, etc.).

 

They have to pay their bills too as normal. If you cannot afford it, then reduce service until within budget, or even suspend for a few months if needed. You may not like it, but simple reality is that it is your responsibility to manage your finances, not them.

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*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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3 Messages

2 months ago

@Juniper If you had read my post correctly, that’s exactly what I did. My gripe is they are making me pay a whole month of this “luxury service” even though I cancelled it! I know how to manage my finances, thank you! Don’t need your sarcasm. If I’m cancelling a service because I’m not able to afford it, then I should only pay for what I use! I guess ATT pays all of you to comment negatively against real concerns. Says a lot about them and you. 

(edited)

Constructive

Employee

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14K Messages

2 months ago

nobody in the forums get paid to participate including myself. you may not like the answers you were given but they are factual, its legal to not prorate and all providers have the same policy on pro rating.

-------------------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.

ACE - Expert

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15.5K Messages

2 months ago

.

I've reached that age where my brain went from "You probably shouldn't say that"

...to...

"What the heck, let's see what happens."

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*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.
sandblaster

ACE - Expert

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42.2K Messages

a month ago

@Constructive I don’t believe that is true for TV service providers or internet or landline, only cellular. I believe ATT is the first and possibly only provider not to prorate on all services. 

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*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.
sandblaster

ACE - Expert

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42.2K Messages

a month ago

@Dmnds1231 ATT changed their policy on proration across all services nearly 2 years ago. You should have gotten a notice of the change. I understand your anger but had you known and planned on when to cancel, then it’s just a minor inconvenience.

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*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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133.8K Messages

a month ago

We are here to help, @Dmnds1231.

 

Thank you to all the ace agents for the information they have given. We are sorry for any inconvenience this has caused you.

 

Here is more information for you, on AT&T not prorating any credits on your account.

 

Let us know if you have any more questions or concerns, so we can better assist you.

 

Marc, 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

New Member

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22.9K Messages

a month ago

@Dmnds1231 

 

There was no sarcasm. My posts may be blunt, but they are factual and point out the reality of the situation. And you are wrong, I am not paid by them. I am not an employee, just a customer who has been around the block enough to see how things really are instead of demanding the world conform to me.

 

Services went to no longer prorating about 2 years ago. This is very common across different service providers, and more are going this route.

 

TV is not usage based, so you don't pay just for what you use. They are monthly service based, regardless of how much you watch TV or the frequency you use any particular channel. Networks package channels to TV providers, so they are required in turn to package them to us.

 

@sandblaster 

 

CenturyLink is also going the no proration route. Notices were recently sent out.

-------------------------------------------------------------------------------
(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.
Juniper

New Member

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22.9K Messages

a month ago

@Dmnds1231 

 

For reference, here is the notice they sent in 2018 about updating the Terms of Service regarding no more prorating:

 

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).

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