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New Member

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11 Messages

Tue, Feb 18, 2020 3:17 PM

your crazy billing continues even after cancellation???

how does one deal with a fraudulent charge that directv is making against me by hiring a collections agency......I cancelled my service......you refused to accept my cancellation and kept billing me.......do you do this to all your customers.. Every time I have dealt with you there is a tremendous rigamarole about cancelling service....so you just go ahead and keep charging...and if I do not pay (even though I have no reason to pay as I have disconnected my TV from your cable so I have no idea if your equipment is even working), do you think that that gives you the right to keep billing me.....and please do not tell me to call your offices...your phone system (Edited per community guidelines)....I am placed on hold repeatedly..always shifted to you "CUSTOMER RETENTION DEPARTMENT" and still nobody understands I am no longer doing business with you nor will I pay your bills. Should I just go ahead and hire an attorney and make a formal complaint to the FTC and BBB. They would certainly be friendlier..

Responses

davemize

ACE - Professor

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1.7K Messages

2 months ago

Since you didn't provide much detail, it's hard to provide useful comment. Did you attempt to cancel service before your contract was up? If so, you can count on attempts to collect on the early termination fee, as spelled out in the Terms of Service.

*** Let's Think >Inside< The Box - See The Orange Box At The Top? ***

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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

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7.8K Messages

also this isnt directv this is a customer forum directv wont see your post. were all just customers here

they also dont prorate so if you cancelled at the begining or middle of a billing cycle then you have to pay the full months bill

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

New Member

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11 Messages

@davemize Please review my recent post- i answered all your questions. i am sorry I did not include all the details from the start.

Juniper

ACE - Expert

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18.7K Messages

2 months ago

@gjpearce

Unplugging boxes does not cancel service. DirecTV doesn't see if the boxes are in use as the satellite transmission is one-way. So you call to cancel.

Over a year ago the Terms of Service were updated. You are billed for the full service month, so you cannot terminate billing partway through. Even if you stop using the service only a couple weeks in the service month, you still pay for the remaining days. Like many other companies they have chose to no longer prorate final billing and have it at flat monthly billing to keep it simple.

The only charges that may occur after the service month ends (provided account was cancled), would be an Early Cancellation Fee (ECF) if you still had time left on your service agreement, PPV charges if any unbilled ones were found on access card upon return, a non-return fee (NRF) if they didn't get all required equipment back, or any carry over balance if final bill was not paid in full.

If a bill is refused to be paid for too long, then DirecTV sells off the balance to a collection agency. So now that a collection agency owns the balance you contact them to discuss settling it.

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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 2019 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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11 Messages

@Juniper I hope you continue to read what I just posted.

New Member

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1 Message

2 months ago

I'm so upset with ATT Direct TV. I cancelled my service back in nov 2019. Spoke to several people have names and dates . Originally signed a 2 year contract in july 2017. From the begining there were problems with the system. I never signed a renewal contract and in Nov 2019 decided I couldn't deal with the problems any longer. Spoke to several people and was assured there would be no cancellation fee. Today I received an email stating that I owe 499.57. Spent hours trying to settle this dispute with no results. First of all you are dealing with people that aren't equipped to resolve anything. I am so upset. Anyone else have this issue. I will be contacting the Attorney General of my state to see if they can help.

Constructive

Employee

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7.8K Messages

@joans did you return your boxes? Did you move to a new home? Did you replace a box?

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

New Member

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11 Messages

This is exactly why I started this post. First of all, I had been (HAD and will never be a future) loyal customer for many years. (So early termination does not apply). I called them and asked to disconnect my business account. Unfortunately they REFUSED to take a termination order and instead FORCE FED me more service. Since I had told them I no longer wanted their service, I naturally stopped paying for it. Do they have an arbitrary right to continue billing me....and now turn me over to collections? How would you like me to come to your house the first of every month, mow your lawn, and send a bill for $200.......I would like them to present me with an original contract that says the service continues in perpetuity........I wonder how many deceased people they put in collections? Also I will continue the fight- State Consumer Affairs, FCC, and FTC. Everybody is going to know about this one!

New Member

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11 Messages

Also wouldn't you know it, but I found a mandantory arbitration agreement with direct Directv vis a google search, and I have to contract with the American Arbitration Association at a cost of $200 to contest this $192 charge.
Of course if I am already being hounded by a collection agency, I no longer have to make this Hobson's choice of whether I should risk $200 to get the $192 wiped off.....I will deal with the collection agency. I will make all kinds of threats in order to ventilate. My credit rating is good, but I will fight this out of principle- I WILL WARN ANY AND ALL TO STAY AWAY FROM DIRECTV- I CANNOT BELIEVE I SIGNED A MANDANTORY ARBITRATION AGREEMENT IN MY ORIGINAL CONTRACT. DirectTV is a scam company- just like SiriusXM and all the rest!! Anybody who wants to message me please do.....if enough people complain, we may be able to get Congress to do something. Maybe??
Juniper

ACE - Expert

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18.7K Messages

@joans

When you called what did they say the high bill was for? If there was a ECF, did they go over what affected the service agreement?

-------------------------------------------------------------------------------
(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 2019 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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11 Messages

I am sorry but I work for a living, and I cannot stop work to waste time on hold. Every company nowadays puts all callers in line- obviously it is more efficient for them to have us waste our time than for them to have sufficient staff to answer our calls. So I am not calling anybody. I will direct all correspondence in writing (certified/return receipt ) beginning with the protest to the collections agency and asking them to submit what evidence they have to me that this is not a spurious charge (which it is as I pay all bills on time- it is not my fault that my notification by phone to Directv to cancel service was not acknowledged and I kept receiving bills and I kept returning them- marking them as payment refused due to service disconnection demand).
I believe that it is all in the collection agency's hands- I forgot their name- some kind of Asset Solutions-and I understand that they may deal all day with scumbags that do not pay their bills. my case is a little different- it was for a commercial service for my waiting room. At this point I want as much PR as possible so that nobody has to go thru what I am going thru.

New Member

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11 Messages

I do not know what ECF means. I had a basic commercial package for about$50/month for about 15 years and then I simply asked them to disconnect it in order to save money. Apparently the disconnect order never got entered, so they thought they could just keep feeding me a signal and collecting money. They finally stopped when we hit about $200 in unpaid fees. It could have been worse, they could have just kept me on a permanent monthly charge schedule. THANK GOD I DID NOT LET THEM USE AUTOPAY!
Constructive

Employee

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7.8K Messages

@gjpearce ECF early cancellation fee

-------------------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.
Juniper

ACE - Expert

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18.7K Messages

@gjpearce

Being a loyal customer for many years does not mean there is no early termination. That depends on your service agreement info as you can renew it throughout the lifetime of your account for things like upgrades of equipment, Movers order, and even some 12 or 24 month discounts. If service agreement renewed without a valid special going with it, that would be a problem.

DirecTV bills at the start of the service month. So calling to cancel doesn't simply mean you stop paying the bill received. You still have to pay the bill for the service month you are in of course. The following month you receive a statement that either confirms bill was paid in full and shows a $0 balance for your records, or it shows any one-time charges that occurred by end of service that must be paid to clear the account.

It sounds like you are saying that service wasn't canceled at all so was starting over in full each month. Did you have the agent transfer you to the cancellation department to go over canceling, or just said stop service to an agent and end the call? Only those in the cancellation/retention department may go over closing the account. If you were speaking to the correct department, then you would need to call DirecTV to dispute cancellation not completed as requested. If they verify that account was not closed correctly and provide adjustments, the collection agency should have the update within a couple business days. Hopefully they can resolve this on the next discussion as you have been though quite a bit at this point.

Arbitration is in DirecTV's Terms of Service, check the residential agreement on their official website for reference:

THIS AGREEMENT REQUIRES THE USE OF ARBITRATION ON AN INDIVIDUAL BASIS TO RESOLVE DISPUTES, RATHER THAN JURY TRIALS OR CLASS ACTIONS (SEE SECTION 8)

-------------------------------------------------------------------------------
(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 2019 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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11 Messages

I understand what you are saying. I have 1 box going to a tv in the waiting room for a commercial account- the minimum service package. I never changed it. I called and announced I did not wish to continue this service. They said they would. Honestly I do not know whether they did or didn't (it was at least 3 years ago). I remember getting a continuing monthly bill and sending the bill back to them unpaid noting that service had been discontinued at my request. In fact I think it took a certified letter to their CEO to get them to stop sending me bills. So I have few names and few records- you seem to be on their side- everything I am posting here is for the general public. Let us go over what happens when the normal person tries to cancel their account. You are shuttled between various agents, all acting very concerned about your situation. then you are sent to Customer Retention where you are offered numerous deals- anything possible to keep you on the hook, then you are told your account will be put in a suspended state but not truly deactivated (keep in mind we are already on the phone over an hour by now) ...the point being that this is totally opposite to dealing with a company like your cell phone or power company. If you call the power company and ask them to turn off service they will ask when , you tell them, and then the power is off! Lights out! These people will put numerous barriers in your path- they will not allow you to cancel out!!!!!Your only option is to stop paying!!

New Member

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11 Messages

I may as well skip to the chase and just file my complaint with Florida Consumer Protection, FCC, and FTC.

Today I called Sequium Assets which is the collection agency which had given me 30 days to file a protest against a claim of $192 by Directv as of 2/10/2020. They were very nice on the phone (as I asked each representative on the recorded line to spell out their names!). Then they told me that it had all been a mistake as Directv had taken back my bad debt, so i was forced to call Directv!. So I played the game.....and then Directv told me my bad debt (which now had grown to $212 (gee maybe i should do arbitration, because that way I could clear my name and save $12!) had been turned over to Focus collection agency. So maybe some of you have all the time in the world.......i don't.

This weekend my protest letter tirade shall begin!!

New Member

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11 Messages

@Juniper Thanks for the info but I assume you are a moderator. I cannot do anything, because my account has already been turned over to collections- please see my last post....for some reason Directv is using multiple collection agencies so I cannot file a proper protest. I am going to put my old Directv satellite dish in my front yard hanging from a noose on my oak tree to demonstrate how Directv treats their customers.

Constructive

Employee

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7.8K Messages

@gjpearce everyone you are speaking to are customers there has been no interaction from any At&T moderation in this thread. @Juniper is not a moderator nor employee even though I’m tagged as an employee all of my responses are of my own and I’m just another customer here same as everyone else I’m not a DirectTV employee I am an AT&T central office employee

(edited)

-------------------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

ACE - Expert

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19.2K Messages

DTV sells the debt to the highest bidder.

Award for Community Excellence 2019 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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18.7K Messages

@gjpearce

I am not a moderator or employee. Just a customer, though one who has picked up info over the years (helping friends and family with their accounts, especially one who was horrible at managing his finances).

If you called to cancel, but bills continued beyond what would expect to be the final statement, then account wasn't canceled. And of course if you still had the box there may have been a non-return fee (NRF) depending if the model was returnable at the time the account did end up closing.

For many companies returning a bill does not close the account or do anything else to change your services. At best case it might flag the account for having a wrong address for the bill, but service is still there until shutoff for non-payment as it continues down the collection path.

You say you sent a certified letter to the CEO. As that information is not provided publicly since it is the job of customer support, or in extreme cases their "Office of the President" (an address you can write into, but customer support provides the address info), to deal with customers. If it was an address they provided you then fair enough, but if it is something you web searched for, it may have gone nowhere/junked.

Frist step of course was calling DirecTV to dispute the account continuing after you canceled. Though if you only sent back bills and didn't call them to follow-up on the issue (at least not until now, 3 years or so later), then that does hurt your chances on DirecTV resolving themselves. If that doesn't work then it is either settle with the collection agency, submit complaint with BBB, or go the arbitration route.

-------------------------------------------------------------------------------
(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 2019 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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11 Messages

You don't have the full picture. I got a letter from Sequium asset solution 2/1020 saying i have 30 days to protest. I call them yesterday and they say Directv has taken back my bad account. Then I call Directv- they say my account was turned over to Focus Collections at (Phone number hidden). Yes I will call them- for fun. I have an excellent credit score, number 1, and number 2 is I have no need to borrow money- yes I realize that insurance company rates are determined by your credit score-BUT I DO NOT CARE. I will send letters of complaint to my congressmen, FCC, FTC. As far as I am concerned, Directv is is a criminal organization- I will neither pay them nor an arbitrator- guess what there are so many cheaper alternatives to Directv!!!

(edited)

Juniper

ACE - Expert

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18.7K Messages

Sent to a collection agency, going back, and then going to another collection agency is odd. Unless the initial collection agency had to return because of something on their end I have no idea for the back and forth.

Initial agent didn't do their job and cancel the account (or couldn't if it wasn't the cancellation department), and your not calling them back about the issue and just returning bills (refusal to pay doesn't remove balance or cancel account), does not make them a criminal organization. If account wasn't canceled properly then hopefully with your further dispute they can verify enough info to correct this. Realistically at 3 years later it is unlikely, but good luck.

-------------------------------------------------------------------------------
(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 2019 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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