Dear Sir or Madam;
I am writing this concerning my account with Direct TV. My name is William Parker and the account number associated with my issue is [protected]. It was for service at my home located at 3554 Campton Ridge Rd in Pfafftown, NC 27040. My cell number on the account is [protected]. The account was begun nearly 20 years ago. We paid on time, every time.
On to the issue.
We sold our home in September. We sold so quickly we had to move to an apartment as we didn't want to just settle for a house. The apartment complex did not allow cable so we called to cancel the Direct TV in September 2018. The young explained to me they could suspend the service for 6 months and we would be charged during that time. At the end of 6 month, we would be contacted to remind us that the account would either need cancelling or it would reactivate. I agreed. Fast forward to early April. The only contact I had with Direct TV was bills for $0. No verbal contact, no e-mails. I received a bill charging me for service that I was not using. I immediately called and had my account cancelled and explained my situation to "Juan". He was sympathetic after hearing my plight and said he felt sure that, upon returning my equipment, he would try to have the fees waived. I told him to send the boxes and he read a list of serial numbers that I needed to return. The serial numbers did not match what I had and no box arrived so I called again. This time I was given instructions to take my equipment to a UPS store to return and a different set of serial numbers. When I explained they were different, she said she would check and mail the serial numbers to me. I received the list. Again, some difference in serial numbers. I sent back 4 pieces of equipment, all that I had I thought, as the receivers were in storage and not in use. I found that I was missing one unit, looked in storage, found it and it was returned. This, as you can imagine, took quite a while. But when all equipment was received, all equipment charges were removed from my bill. I call many times for a explanation to why I owe anything, as I thought I was following all Direct TV guidelines. No real explanations, just canned responses. I had some people that listened working for Direct TV and some that didn't. Besides Juan, over the next two months I spoke with O'shein, Margarite, John, George, Axel, Ed, Julio, Daniel, Essie, and Juvie ( I am sure there are others that I may have missed). Again no one explained why I was being billed. I finally asked enough questions to learn a little more but didn't get a complete response and ask for the explanation in writing. She could not give it to me as it was "against company policy" which I find it hard to believe. I also learned that she said you tried to contact me in March to my old e-mail address we used when I set up my account, [protected]@windstream.net. We no longer use that e-mail. I use [protected]@gmail.com. That is why I was being charged one e-mail went to account that is no longer in use, yes I verified that with windstream, and now I am being charged because they didn't know if I was using the signal or not. I very authorized to have it turn on, no one contacted me and I could even use the service if I chose to have it reactivated. Upon learning I didn't receive the e-mail, the CSA began stammering. She realized you hadn't given me opportunity to decline the service. I again asked for the explanation of the charges and she told me to write this letter to resolve my issue. As a long term customer, I would have thought I would have been treated better. I am surprised. My wife and I are currently in the process of buying a smaller home. One that I would have wanted Direct TV in…..but maybe not now. This leaves a bad taste in my mouth.
Please answer to my e-mail [protected]@gmail.com or in letter form to William Parker. 5178 Nottingham Place Lane Apt 102 in Winston-Salem, NC 27106.
I am very much in hopes we can resolve the issue quickly and fairly. I never said I would not pay, just that I want to be treated fairly and not tricked by Direct TV into charges I didn't deserve. Please explain in writing so that I may understand and question the veracity of the charges.