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diect tv / service ripoff protection plan

Direct Tv replace a DVR with a not working card request few time to fix and they need my out of country brother to make a international call to auth. Or add my name to the account to set up an appointment to fix it then why they don't need my brother when I told them the DVR was broken at the first time? The service is just the same as the billing and the service location why they need him to call in?????
Plus super bad service ???

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