I had occasion to talk to directtv, after getting repeated automated messages which I wanted to squelch.In talking with the representative, it came out that they "have in their records" that my contract was extended two years this summer after I replaced a faulty receiver. They claim that by getting the receiver replaced, there was a verbal agreement to the two years contract. I would have never made such an agreement as I am moving and planning to cancel them within the next few months. How do they get away with this? What does a consumer do about this?
My husband and I moved to this new area about 8 months ago. We had Direct T.V. for many years prior to moving to our new home. We decided to get service with Direct T.V. again. We have had service with them for the past 8 months and have received numerous mailings promising local channels and that we could bundle our internet (currently with Comcast) with Verizon since they have some sort of relationship with them. My husband called and requested local channels with Direct T.V. and after many weeks we finally received a letter in the mail stating that they were not available. We had to watch the olympics on the internet and since the economy has been so tight I need to get local channels to see the local grocery store sales. We also contacted Direct T.V. and requested that we get the internet bundled promotion to save $$ and have a combined bill in which they told us that the specific program was not available in our area. It doesn't take a rocket scientist to realize that this is FALSE ADVERTISMENT!!! So, my husband and I received a great offer in the mail from Comcast to bundle our cable and internet and save $50 a month so we decided to change our service. I called Direct T.V. to cancell our service and the representative informed me that I had a two year contract with them and was cutting the contract short by 18 months. She then informs me that there is a $366 cancellation fee. I expressed that no one ever told me that there was a two year contract. She told me that their contract was written on their website. She also stated that the installer should have told me there was a two-year contract and that if I had refused that he would have never installed the service to begin with. I expressed to the lady that the installer never told me about the two-year contract and I asked her what normal individual just goes to a companies website to look up their contract. I'm a college educated woman and I can honestly say that I don't run to the internet and read a companies contract everytime I do business. I rely and trust the companies representatives to explain things to me. Then the Direct T.V. woman starts reading me this cue card and in her statement she says that any cancellation fees will be billed to my credit card. I immediately told the lady to put a note on my account that I am NOT AUTHORIZING Direct T.V. to charge my credit card. She states that she made a not on my account. Well a few weeks go by and I receive two Direct T.V. bills stating that I owe $0 dollars, one bill even shows a $12 credit. The next thing I know I am looking at my online banking and see a Direct T.V. debit for $366 which throws my account into overdraft. I immediately called Direct T.V. and explained the situation and the lady Marsha that I spoke with even verified to me on the phone that I had NOT AUTHORIZED Direct T.V. to charge my credit card and the fact that I stated that I was not going to pay the $366 cancellation fee. The sad thing is, Marsha stated that there was nothing that she could do about the situation and that she was the last call stop for the consumer. How you dispute something with them is once you get to her department, they take the notes you tell them and type them on your account, they then pass this on to their billing department who I was told would give me a call. Well, after two weeks I get this generic email from Direct T.V. stating that I had signed a contract with the dish installer and was cancelling the contract 18 months early and that I was responsible for the $366 and that if I had any questions, I could call Direct T.V. (I am thinking in my head, all they did was send me an email about the same conversation that I had already had with Marsha and they were telling me the same thing that the first lady I spoke with when I called to cancell their service told me. I'm also thinking to myself that if I call them again it's not like I'm going to get to talk with the billing department directly, I'm gonna have to put in some sort of another request). So, I decided to go to my bank and file fraudulent charges concerning the debit. I explained to my bank that I specifically told Direct T.V. that they were NOT AUTHORIZED to debit my debit card. The $366 had since been refunded to my account. I have not heard anything from Direct T.V. as of yet, but am sure that they will send it to a creditor service agency and will make me pay the fee or else my 700+ credit score will suffer. I DO NOT think what they are doing is fair business practices and now come to think of it, they ask you for a debit card over the phone to get the installer to come out to your home and they call this $100 fee an installation fee. I believe they ask you for the card so that they can put it on file and if you decide to cancel your service they just come at you with some bologne that you knew there was a contract and that their contract can be found on their website (which I must say is EXTREMELY legally written to benefit their company, I have been in the insurance business since college and believe that insurance companies treat their clients better than Direct T.V.) My best advice to people out there is that if you are caught by surprise like I was about a cancellation fee when you call, ask the Direct T.V. Representative to put a mandated note on your account that you are NOT AUTHORIZING them to debit your account, then if the debit shows up, go to your local bank and tell them that the transaction was not authorized and have them refund your money...this is what I did. I know that I will have to face consequences with Direct T.V. billing me now for the $366 and probably turning it over to collections without billing me to try and ruin my GREAT CREDIT that takes a lifetime to build and one crappy company like Direct T.V. to ruin it. But, I have slept better this last week because I feel like I showed Direct T.V. who's in charge of MY CHECKING ACCOUNT. I don't know what else to do about Direct T.V., but are currently looking for ways to complain to our government and regulators about their unfair, unregulated, and untrustworthy business practices. If there is a two-year agreement, I feel Direct T.V.'s installers should be trained on how to sit down with you in your home and explain to you in lamens terms that you are signing a two-year contract (I have to do that when I sell insurance contracts), instead of sending some sweaty, over-worked and under-paid installer to you home who may or may not speak good English to install your satellite and he's rushing out the door so fast because he's got 2 or 3 more work orders after you and it's already after lunchtime!
So I have been fighting Direct TV for months now. In a nutshell, I never knew about this bogus contract and early termination fee. I called and fought with them and finally I got throw to this guy named Brett. I asked him for proof that I actually signed a contract. He couldn't produce anything and now all the letters and calls from them have ended. Gee, I am hoping this is all over. Take a look at the letter they sent me. If it helps, call the number and demand physical proof that you actually have a contract.
Thank you for your recent correspondence regarding DIRECTV account # 35308xxx. We attempted to contact you at phone #xxx-xxx-xxxx in response to your e-mail but were unable to speak to you directly regarding your concerns.
Our records support Brett requested a copy of the signed agreement, per your request, and we are waiting for the paperwork to arrive from our Home Services department. As we are aware of this situation and the request for the agreement, we will ensure you are contacted after we receive a response from Home Services.
At DIRECTV we strive to provide the finest in satellite television entertainment and outstanding customer service. For further assistance, please contact us at [protected] between the hours of 7:30 AM to 8:30 PM MT.
DIRECTV Customer Advocate Team
I was charged a 400.00 disconnect fee when I cancelled my tv service with Direct tv. No one ever informed me...
When I signed up for satillite svc I was given 4 receivers. I was not told at any time that there would be a $5.00 monthly fee for each receiver. I spoke to several representatives and they al assured me the receivers were free. At now time was I told of the monthly fee. Is this bait & Switch?
You'll enjoy this one!!! A brilliant business plan!!!
I've been a DirectTV customer for several years...never really had a problem with their service. Although a little more expensive than their competitors, I get the basic package that I pay for.
Almost a year ago (Oct 2007), DirectTV notifies me that I have to swap out my equipment becuase of upgrades they've made to their system. The upgrades in equipment would be handled for free and not doing so...would affect my service. In other words, if I didn't have them come out and change out the old equipment for the new upgraded equipment...DirectTV wouldn't work anymore.
Of course I said, "ok...change it." What did I care... They made an appointment and the service guy came out and changed the dish ( I remember him saying something about chagning to a 3 wire...instead of a 2 wire...or something like that) and he changed the box for the same reason. Still...no big to me. It didn't seem out of the norm for a company to upgrade their equipment.
In the last week, I called them with the idea of cancelling service. I was told that I was "within contract" because I had upgraded my equipment last year and if I canceled...I would be charged a cancellation fee!!! I discovered that when they upgraded the equipment...they hid a 2-year extension or contract on me.
I recapped the situation and how they "DirectTV" had requested and told me I had to upgrade the equipment and that I had never requested it be done. NO MATTER...they denied any chance of removing this contract period from my account saying...you had the option of not upgrading the equipment...I loved that one!!!
The fool proof way of retaining customers...tell them they have to upgrade existing equipment (whether they need to or not) and hide or play down a contract extension when making the swap.
I told DirectTV this scenario...but really...did I have too? They did it to me...and how many others have enjoyed this same treatment.
DirectTV...NEVER NEVER NEVER NEVER...sign up for their service.
I'm looking for any advice on who, what, when, where, and how to get this situation resolved. I want to part ways from these bandits...
Thanks for reading and I hope you have an answer to my problem.
Email me: [protected]@sbcglobal.net
They replaced one box that hadn't been working out of 3 boxes we had and they sent it and I hooked it up then our main box still wasn't working and they said they would replace it for $40 and a new 2 year commitment . I told them we didn't want to commit so after 3 more months of trying to get the box to work we canceled the service and after 5 years they want to charge a $375.00 fee for early cancelation.. I asked 3 different reps why and finally found out it was for the new box they gave me in July. We had had many discussions to show them we didn't want to commit and I recieved no paper work or anything to say the first little box they replaced, which hadn't worked in months was like signing up new. Whew.
In August 2008, my directv service was disconnected for non payment. I only owed the one month, which I do not dispute. Two weeks later, I received an email stating that they had discontinued my service. On 09/29/2008, I attempted to pay my electricity bill with my credit card. To my surprise, the charge was declined. When I checked my balance, DirecTV had charged my card, $179.17. When I called them, I first spoke with a girl who barely spoke english, becoming increasingly frustrated, after spending 10+ minutes on hold, I asked for a supervisor. I was then transferred to a Gentleman named Dax, Dax refused to give me his last name, but informed me his ID # was [protected]. I explained to him what had happened, and that my car had been charged for more than what was owed. I had service for more than 4 years, so there was no early cancellation fee. After he reviewed my file, he agreed that On 09/22/2008, DirecTV had cut my new Bill, now note that I had NO service for the month of August. On the same day, 09/22/2008, they [Directv] charged my card for the same amount that they billed me for. This bill was not mailed to me, emailed to me, nor was the charge authorized. I did not, nor have I ever, elected for automatic bill pay. THE CHARGE WAS MADE WITHOUT MY CONSENT!! After getting a long speech from "Dax", I hung up the phone. I am sure I will not hear from them again, but he assured me that I would hear from his supervisor, whose name is "Marlon" his voice mail number, NOT A REAL VOICE number, is [protected]. So on 09/22/2008 DirecTV cuts a new bill with inflated charges, On 09/22/2008, they also pre-authorize my credit card for the amount of the inflated bill, On 09/27/2008 they post the charges, aparently this 5 day period was to see if I would notice the charge. On 09/29/2008 I spoke with "Dax", and reluctantly I will see if they will keep their word. I will update this post when they do. Until then, Beware of DIRECTV!!! I would entertain hearing from any attorney who would like to file suit against DirecTV. Please note the following information listed below my name and account number is information that was cut and pasted directly from their website. If you notice there is NO automatic bill pay selected!
Account # 2835589
$179.17 on 09/27/08 Current Balance:$0.00 Auto Pay:Not SetupPaperless Billing:Not EnrolledEnroll to View Bills
Activity Since Last Bill
View All Orders
Completed (last 3 months)
Email Subscriptions & Interests
Email AlertsBe the first to learn about special offers, new programming and ways to enhance your DIRECTV service. If you subscribe to certain sports packages such as NFL SUNDAY TICKET™, we'll also send you a weekly sports schedule. Sample
Update Security Question & Answer
Name: JENNIFER DANIELSAccount Number: 2835589
PO BOX 262
BEECHGROVE, TN 37018
563 XXXXXX XXXXXXX XX
BELL BUCKLE, TN 37020
Card Type: VI
Card No.: XXXXXXXXXXXX5605
Expiration Date: xx/xxxx
Account Details Overview
The week of Sept. 15th 2008 I rented a movie called Nhims Island on Directv with
my Tivo box as I have many other times for the last 10 or so years. My family
has 5 children and they are like all children watch one over and over and over if
they like it. This time was different when we sat down to watch the movie the next
afternoon, the screen said this movie will be deleted at 8:00 pm exactly 24 hours after it was rented. This in not right, even if I went to block buster or some movie
rental place I have it for 5 days. This is wrong and I do not like it. It is wrong to change the menu in the middle with no warning no notice it is wrong...
The unauthorized placing of a service referred to as NFL Sunday Ticket charges by DirecTV on my bill reflect...
I have a problem with direct tv. I was a customer for 8 years and then my dvr wasn't working right. I wanted new equipment. Direct tv told me that I would have to sign a 2 year commitment contract to get new equipment. I told them no thanks. The very next day a dvr arrived on my door step via fed ex. I called them to make sure that I would not be agreeing to a 2 year commitment if I used the dvr. They said no problem, no commitment!
I continued to have problems with the new equipment and called several time. I was never informed that I was under a new commitment agreement and they did not offer to do anything to fix my problems, so I went with another company. After installation of new equipment from a new company. I called direct tv to cancel. Now they tell me that I am under a commitment agreement and will have to pay extra to cancel. What should I do next? I never agreed to the commitment.
Installer stole laptop, and left without completing the installation, no paperwork signed. directv refuses to accept responsibility for the installers actions but sent another technician out to finish his work. Police cant do anything because i did not physically see him take it. it was there when he came and gone with him when he left. buyers beware!!!
Directv mailed a cancellation bill for $26.75 after I disconnected service. I had no problem with that. Due date was Sept. 3rd. Started receiving past due notices before it was due. Even received what appeared to be a collection letter from a third party and it still wasn't due. Paid the bill on the due date as I have always done with my bank automated bill pay. Got my credit card bill two weeks afte I had paid. Directv had already deducted the payment from my credit card on Sept. 1, BEFORE the due date. I did not authorize and when I called to complain, I was told it would be 6 to 8 weeks when I would receive my refund for overpayment. Unethical, deceitful practice. They have no right to take my money before it is due, and to hold the funds for so long before reimbursing me. My point is not the amount of money but what they are doing to me and many others.
This company took my money for an auto extended warranty and basically sold me a $1500 piece of paper and no warranty! I called the name on the paperwork they sent me and guess what??? The other company on the paper said I should talk to the company that sold it. Well, after a lot of research on the net I found out that these are the same scam companies with different websites! They take your money and then run! I spoke to some guy kyle? That said he was the manager and nothing got resolved. I tried to dispute with the credit card company since the charge on my credit card is from another company entirely!
Direct TV customers Beware
Having had our Direct TV discontinued we decided to switch to Cable for several reasons the first being every time we had a storm or snow we lost our connection, when we called about the service we were told wed have to pay a 80 Dollar’s for a service call to repair or readjust their satellite, the service man said it was OK, thus we had to continue to experience the continual disruption, when we signed up for this service some 14 years ago we had to purchase the receivers which we understood would be refunded when service was discontinued, we asked how to return this equipment we where told it was obsolete and they didn’t want the receivers back or their satellite dish, I wonder how many other consumers out there are using obsolete equipment and are receiving poor service. When we received our last Bill we didn’t pay on time and without authorization used a credit card number they had on file to pay the amount due, the card used wasn’t even the debtors, so they withdrew money from someone who wasn’t even a customer. The point to this is that Direct TV will withdraw their fees without notice or permission to satisfy their Bill, but they will not honor their customers with updated equipment and continuous service. So Please contact Direct TV and insist they update your equipment and don’t pay with a Credit or Debit card, or personal check because they will transfer the needed funds without notice from these financial instruments.
This is in complaint to Verizon and DirecTV service. Which Suck!!! They have the worst customer service I have ever dealt with in my life. I ordered a triple bundle package through Verizon I finally received it 2 months later and the TV and the satellite never worked never had a *** signal. Direct TV wants me to pay a $500 early term fee for something that never worked. Even to fix it they told me 4-5 weeks that was insane. We had already waited to long to begin with. I recommend any other phone or TV service but them they are the worst and don't know how to take responsibility.
Signed up for service in November of 2007. Signed up on the internet for a one year agreement for service plus local HD channels. Now it is September of 2008. Still no HD local channels and I was told by customer service that I am now locked into a 2 year contract. They also told me that I would have to purchase an external antenna for local HD channels. I contacted an installer for a HD antanna and he laugh when I mentioned DirecTV. He said it would cost $250.00 for an antenna with installation. I was also told that DirecTV uses this as a scam to sign up new customer's. Customer service at Directv has an excuse for everything when you call them. I can't even get reception whenever it rains. DirecTV informed me that the dish was installed wrong ! They are the ones who subcontracted the installation when I signed up ! This is by far the worst company I have ever dealt with. I will not keep this service and I have an attorney looking into my complaint.
We canceled the service within 3 days of setup. I was told by two different phone representatives from Direct TV that there would be no charge for cancellation for the first 30 days. I have called Direct TV two more times since that and was assured both times that the cancellation fee would be waived. The most recent call occurred on Sept 4, 2008 at 5:25 pm. Once again I was assured by a representative from Direct TV that the cancellation fee would be waived. I called the sales line on Sept 4, and was again told that I could cancel the service with no fee for up to 30 days. Direct TV and their representatives are telling me that I owe no money, and then submitting a claim to a collection agency who is threatening to take this matter further.
When we first got direct tv, they said we would be charged $53./month, up to one year, so my mom ordered it over the phone and they said they would need her credit card number for the charge... That was the only authorization she made. We only had direct tv for 3 weeks and they charged us $97., instead of the $53. That was discussed over the phone. So right when my mom received the bill in the mail, she got on the phone with them and explained everything. 4 times the customer service reps. Said they were transferring her to their supervisor and 4 times she was hung up on.
For them being so horrible to deal with and for them obviously ripping us off she decided to cancel the service right away and they said they would bill her $440. For an early cancellation fee. On the phone she even stated not to take any more money from the account number that they have and to please send a bill to her in the mail and she would gladly pay it to get rid of this horrible service.
Well, today we received a receipt in the mail for $518. Direct tv took out money from my mom's atm account without any authorization what so ever.
Now she is currently still on hold with them on the phone...
This is illegal! It has to be! Taking money from someone's account without their knowledge or agreement/permission is illegal! And the way they deal with people is by hanging up on them. What do you do? Who do you call because of this?.. This is not right and it needs to be stopped. Direct tv cannot get away with this!
-if direct tv has done this or anything similar to you please contact me if you have any information that you think may be helpful in this kind of situation. I want to start a class action against them. Thanks all.
Well I can see from this list that I am among many who have had questionable dealings with Direct Tv.
Mine is for unauthorized charges today on my bank account for services that were supposed to be turned off on June, 1, 2008.
I paid my last bill online on May 19, 2008. On June 1, 2008 I called Directtv and told them I was closing my account and I also got the runaround but was assured that the service would be terminated. Keep in mine I was calling 1400 miles from where I live. Now today I find a debit on my account for the months of June, July and I am assuming August. I have called my bank and because the hold on my account is slated to be deducted tonight they cannot do anything to stop this. I have to let the funds actually clear from my account. So tomorrow I am taking this to the Fraud Division of my bank. I assume responsibility for the balance owed on my account from May to June but I will not sit idleily by and let them do this to me.
My bank also mentioned that they have a lot of Fraud complaints against Direct Tv. So Truely Buyer beware.