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Contributor

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3 Messages

Wed, Aug 12, 2020 9:14 PM

Why is it so hard to get things done here?

Called in to ask about a promotion I had that was expiring...was told to call back this month...so i did...then i was told i have to call back in the day it expires...well the day it expires i get billed the full amount so no...I dont want to do that...So i ask to just cancel my service after 20 years...they say sorry you have to call someone else... then they locked my account so when i called that person the new person said they had to go contact the last person to get the account unlocked so i could cancel my service.

 

To recap.

 

Cant get a promotion renewed without calling in after it expires and paying a full bill cycle

cant cancel my service without calling a person

cant cancel my service after calling a person without that person consulting the person who refused to cancel my service

 

20 years loyalty undone by one agent...GG

 

btw...cancel my service.

Responses

sandblaster

ACE - Expert

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42.2K Messages

2 months ago

This forum is not customer support. You can’t cancel here. The only way to cancel is to call.

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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.
Constructive

Employee

 • 

14K Messages

2 months ago

No more promotions after they expire. The ceo announced it at the beginning of the year 

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Contributor

 • 

3 Messages

2 months ago

i called they said they couldnt...and so I guess ill have to call in again in a few days...or refuse to pay my bill since im sure its been recorded that I wanted to cancel but they made excuses...meanwhile...in this time of covid no promotion...no customer ...

 

its all gone down hill IMHO since AT&T took over anyway.

Brand User
ATTHelp

Community Support

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133.9K Messages

2 months ago

We're here to help @Danegeld, with trouble your having with your account.

 

We can help with promotions, but if you're looking to cancel you would need to call in at 800-288-2020 to get assistance with that. Please let us know so we can help assist you.

 

 

Charles, 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

Traditionally companies will not offer a good discount while you are currently receiving one (even if in the last month of it). So mentioning to callback the following month could only be a suggestion, not a guarantee, as agents only see what is currently available and not predicting the future on what might be around.

 

Anyway discount offers were mostly pulled back, months ago. Their CEO announced they were doing this because too many accounts were operating at a loss (or close to it). They are a business and must operate at positive revenue, not give a handout with services less than cost.

 

There is no "unlocking" of an account to cancel. You call and get transferred (either by live agent or just saying "cancel" when you get the voice system) to the retention/cancellation department to discuss closing the account. They like other companies require a live agent to discuss the situation and try to retain your business. Companies will not let you cancel with no such attempt as that would be poor business sense to not try.

 

Nobody here can cancel your service as this is a public forum. But you definitely dealt with some problem agents, possibly not the right department to begin with. Just call the DirecTV customer support number and use the keyword "cancel" and that should route you to the correct place. Though they still are struggling with hold times because of the short staffing that occurred as a result of Covid.

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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
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