1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.
  2. Welcome to the new DBSTalk community platform. We have recently migrated to a community platform called Xenfono and hope you will find this change to your liking. There are some differences, but for the most part, if you just post and read, that will all be the same. If you have questions, please post them in the Forum Support area. Thanks!

Service in name of my family memeber that has passed away

Discussion in 'DIRECTV General Discussion' started by booboo, Jun 15, 2013.

  1. booboo

    booboo New Member

    74
    1
    Mar 2, 2011
    Recently my mother passed away and we had the service here in her name. I don't want to continue the service in her name because it would be fraud in my opinion. I've called D** several times. I've gotten 3 different explanations from 3 different CSRs. We all know that the right hand doesn't know what the left is doing when it comes to CSRs some times. If any one can direct me in the proper way to take care of this I would be greatly appreciative. Oh yes I have the death certificate.
     
  2. Drucifer

    Drucifer New Member

    9,371
    239
    Feb 12, 2009
    NY Hudson...
    The executive of her estate is the one who should deal DirecTV.
     
  3. jimmie57

    jimmie57 Hall Of Fame

    6,394
    293
    Jun 26, 2010
    Texas City, TX
    You might scan the certificate and attach it to an email to them and explain what you are trying to get done.
     
  4. trh

    trh This Space for Sale

    5,280
    222
    Nov 2, 2007
    NE FL
    +1

    Since the CSRs are giving you different information, I'd send an email to the VP of Customer Service (ellen.filipiak@directv.com). Tell her office what happened and that you have the death certificate if needed. Send it today and you'll probably be contacted before the weekend is over.

    Sorry for your loss.
     
  5. gov

    gov Legend

    1,101
    50
    Jan 11, 2013
    Hope she had many years of enjoyment with the service.

    Our thoughts are with your family.
     
  6. Mike Bertelson

    Mike Bertelson 6EQUJ5 WOW! Staff Member Super Moderator DBSTalk Club

    14,031
    94
    Jan 24, 2007
    [SIZE=10.5pt]I'm sorry to hear about you mother. You have our deepest sympathies.[/SIZE]

    [SIZE=10.5pt]I suggest you, or the Executor/Executrix, call and ask for retention. In my experience it is always helpful to start with the passing of your mother and asking what documentation they would need to transfer service to the surviving family member. I've found that some places will want the official copy and others will accept a faxed/emailed version.[/SIZE]

    [SIZE=10.5pt]I know there are a lot of calls to make, accounts to close/transfer, and a myriad of details to take care of. I’ve been there. In my experience it’s always much smoother to start with asking what the options are for the passing of the account holder. It usually leads to finding a procedure specifically for the passing of the account holder much quicker. DIRECTV certainly has to have had account holders pass away and I gotta believe they already have a procedure/[/SIZE]protocol for just this situation.[SIZE=10.5pt] [/SIZE]

    [SIZE=10.5pt]I hope this helps but I realize these situations can be frustrating...especially when you’re just trying to do the right thing from the beginning.[/SIZE]

    [SIZE=10.5pt]Mike[/SIZE]
     
  7. booboo

    booboo New Member

    74
    1
    Mar 2, 2011
    I wanted to say thanks to everyone's wonderful advice. I will be putting it to use.
     
  8. peds48

    peds48 DIRECTV A-Team DBSTalk Club

    18,441
    915
    Jan 10, 2008
    NY
    Please let us know how your situation (with DirecTV ) turns out.
     
  9. Volatility

    Volatility Legend

    436
    10
    May 22, 2010
    Nopes. DirecTV does not require this anymore. A person such as a child of theirs or a husband can call in an cancel the account even if they are not physically on the account. New protocols state a person is considered authorized if they can validate something like the last billing amount or last 4 numbers of the ccard on file. If they give you a hard time getting it cancelled (and I mention this as some agents still think your name has to be on the account to be authorized which is not true if you can do as stated previously, you'd be suprised how many agents think this -.-) you should call no further and contact the Office of the President in an email you can find at DirecTV.com. DirecTV wants to make this as effortless as possible. Sorry for your lost and hope it is effortless.
     
    1 person likes this.
  10. Mike Bertelson

    Mike Bertelson 6EQUJ5 WOW! Staff Member Super Moderator DBSTalk Club

    14,031
    94
    Jan 24, 2007
    That's good to hear. It can be really frustrating to deal with people over the phone about someone's passing. It can take dozens of calls, faxes, letters, and even the odd over night shipment...add arguing with people over the phone too boot.

    DIRECTV's policy actually makes sense. Not so mention with the internet it takes about a minute to find the obit.

    How easy is it to transfer the account to the surviving family member...say spouse or children?

    Mike
     
  11. sbl

    sbl Icon DBSTalk Club

    887
    3
    Jul 21, 2007
    Three years ago my brother died and I called DirecTV to cancel his account. At that time I was asked to send them a copy of his death certificate. They sent a return mailer and I shipped the box back. Not a lot of difficulty (other than that the tracking for the box never showed delivery, but I didn't hear from DirecTV again.)

    What is being asked here is a bit different, but I would not be at all astonished if CSRs weren't all on the same page.
     
  12. Volatility

    Volatility Legend

    436
    10
    May 22, 2010
    Can't. They require the account to cancelled at that point.
    With mostly any company--some of their reps are unforunately ignorant and do not know how to use their tools.
     
  13. Mike Bertelson

    Mike Bertelson 6EQUJ5 WOW! Staff Member Super Moderator DBSTalk Club

    14,031
    94
    Jan 24, 2007
    It can't be transferred to a spouse? They would have to cancel, return everything, and then call for new service?

    That doesn't make that much sense to me. :scratchin

    Mike
     
  14. trh

    trh This Space for Sale

    5,280
    222
    Nov 2, 2007
    NE FL
    That makes two of us. I think of my in-laws and the steps this requires if they go through this (I guess it is more of a 'when' and not an 'if').

    The last thing my MIL would want to deal with is returning equipment she is comfortable with with her channels and recordings set and then arranging for new service and 'new' equipment and then programming the DVR.

    You would think if requested, DirecTV could transfer the equipment to surviving spouse or even child living at the same address.
     
  15. Volatility

    Volatility Legend

    436
    10
    May 22, 2010
    The agents are not supposed to change account ownership like that. Policies state the account must be cancelled, which I would agree does not make sense. That's not saying it hasn't been done.
     
    1 person likes this.
  16. peds48

    peds48 DIRECTV A-Team DBSTalk Club

    18,441
    915
    Jan 10, 2008
    NY
    The agents are not supposed to change account ownership like that. Policies state the account must be cancelled, which I would agree does not make sense.


    I would think it makes sense since the contract was singed by the person who passed away. I not a lawyer but I would assume that a contract that was singed by a deceased person would hold no weight in court.
     
  17. kkl

    kkl Mentor

    140
    8
    Feb 11, 2007
    That's not the experience I recently had. Our account is in my wife's name. When I called in a couple of weeks ago about something, they asked my relationship to the account holder. They told me that the next time, my wife would need to call and give permission for them to deal with me. They said that this was a new policy.
     
  18. inkahauts

    inkahauts DIRECTV A-Team

    21,526
    957
    Nov 13, 2006
    I think your situation is different than canceling do to death.
     
  19. goinsleeper

    goinsleeper Godfather

    673
    17
    May 22, 2012
    The account can be changed to a spouse's name but that is all. If a child would like to take it over, it must be cancelled.
     
  20. Volatility

    Volatility Legend

    436
    10
    May 22, 2010
    They change their policies frequently to be honest, but if you were the spouse and could verify something like the last 4 digits of the card on file they should have been able to help you. They had change their policy to reflect this last time I checked. I remember the scripts being updated saying a person is considered authorized if they could do that.
     

Share This Page