Sandra Cumberland sent a message to Michael White that said:
I am sorry that I have now had to elevate my issues to your office. I had been with Direct TV for many many years. I called direct tv in December, with what has now become a complete headache, to make changes to my account since my husband had passed away and I did not need all of the movie channels. I also needed new equipment. A person came out to the house but did not have the right amount of equipment. He said he would need to cancel the order and I would have to call again. I did so on numerous occasions and finally was told my account had been locked and to go to an AT&T office. I did so. The employee there was unable to unlock the account to help me so we decided to close out the Direct TV account and change over to the streaming AT&T account (which I am very happy with). I contacted direct tv after going home and advised them to cancel my account. After about 20 hours on the phone of over period of months, I was finally contacted by Novellle advising me that the account had now been unlocked and did I still wish to cancel. I said yes as I had other service. She read all the notes and agreed to backdate cancellation to 2/28/2020. Since I had paid through that time and no longer wanted to be hassled by any of this I agreed. A few weeks later I started receiving phone calls saying I owed the March and April bill. I continued receiving the calls for weeks. Finally on 5/11 I called direct TV and was transferred 2 times and and ended up with the outside collection agency who directed me back to Direct TV. I then yesterday received a final notice of the bill for March and April. I called Direct TV today and spent almost 3 hours on the phone with various departments. Each time I would have to start over and the person would have to spend 15 minutes reading all of the notes. Finally the last person transferred me to heaven knows where and since I could not be directed to the proper department the recording hung up on me. I am at mu wits end. I do not owe for the March/April bill but no one can assist me in resolving this issue. Any assistance you can provide would be greatly appreciated. The account number is 262267854 Sandra Cumberland
