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New Member

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4 Messages

Sat, Feb 22, 2020 9:49 AM

AT&T upgraded my direct tv to 4k at no charge then they charged me-need help.

I had been calling direct tv for a while to get an upgrade to 4k and was given the same story $399 plus another box for $99. I told them I would leave direct tv over this. I got a call back from a supervisor who told me no problem I would get a 4k equipment upgrade for NO CHARGE. She even scheduled the installation for the following day. All was done then my bill has a crazy $!011 tv charge with a $600 credit so they say I owe $517 for my first 4k tv bill. Many phone calls later it has not been changed. Who can I talk to at ATsT above supervisor level to get this corrected?? Many thanks for any help.

Responses

Juniper

ACE - Expert

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18.5K Messages

a month ago

Since DirecTV historically does not have callbacks, I wonder if you were dealing with an outsourced 3rd party. Install following day is rare since they are usually quite busy, so again wondering if all by an independent outsourced contractor.

If you didn't have a Genie already (HR34 or HR44 get complimentary swapped to HR54 if order is done correctly) and weren't qualified for a free upgrade then a Genie one-time lease cost would have been $299, not $399. The $99 would be the Mini Genie Client and only 1 model is compatible (C61K), not considered a swap from another Client as is a different line (unlike the 3 generations of Genie).

First check the order confirmation that you were emailed as this is what you are accepting upon install. Call DirecTV and when you get the voice system say "cancel" so that you can speak with an experienced retention agent, or even a supervisor of that department.

One or 2 boxes and getting the charges you got with a $600 credit to offset some sounds very suspicious as even without a free upgrade it wouldn't add up to that amount.

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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 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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4 Messages

AT&T did call me back, I am not making this up. They out right lied to me with this deal and I was a sucker to take it. I have gotten the bill down to $391. for a FREE 4k install. I will finish my direct tv contract and WILL NOT BE BACK.

Juniper

ACE - Expert

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18.5K Messages

I am not saying you are making this up. Just pointing out that callbacks normally don't happen, and certainly not from DirecTV itself. That's why I wanted to make sure you were calling the DirecTV number itself so you weren't getting inaccurate information.

Regardless of company, read the order confirmation no matter what the sales person "promises". This protects you from unscrupulous agents, or simply someone who made an honest (though big) mistake.

(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 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.
Brand User
ATTHelp

Administrator

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112.2K Messages

a month ago

@gannon326414

 

Thanks to @Juniper for the useful information!

 

Let us know if you have anymore questions, we're here to help!

 

 

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.

New Member

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4 Messages

Marc-And thanks to you Mr. ATT employee for doing NOTHING to help me with this.

Juniper

ACE - Expert

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18.5K Messages

Any with an "employee" tag are posting on their own time as shown in their disclosure. Sometimes they can provide more info or insights, but unfortunately cannot help in an official capacity (so no access to account here).

Sometimes they provide guidance, other times they are confirming the guidance already given.

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