24 month extension slipped in
I started out with a month to month "No Commitment" deal which turned into a 24 month contract when I accepted a "Free Upgrade" to HD. The rep did not mention the extension upfront or I would have declined. Instead, the extension is buried on page 2 of the email/letter that they send out which at first glance looks like a confirmation letter and acknowledgment of the pending appointment for an onsite visit for swapping out the receiver and dish. Customer service could do nothing about it (so they say) and mention that I accepted the agreement. I feel that I was tricked into an extension without sufficient warning. I smell a Lawsuit!
Dan
The complaint has been investigated and resolved to the customer’s satisfaction.
billing for services not used - won't let people cancel
Subject: directtv wouldn't let me cancel.. Talked me into temporary suspension
Comment: I called to cancel directtv.. They tried to talk me out of it. I said I am moving to corporate housing for awhile. So they kept insisting that they sign me up for a 6 month temporary suspension and when I was ready to start it up I could call.
They are so desperate to keep clients.. They will do anything to keep them on the books.. Including making it hard to cancel.
I get $0 bills for 5 months.. Then all of a sudden a $213 bill (For 1.5 months - if I would have gotten an email for the partial $75 month I would have called then). I call and say that I won't be ready for service for at least another month.. And they would delete the $212 from the account. They want my service so of course they are not gonna charge me for their service I didn't use...
Well, I decided not to use dtv so I called to officially cancel and the $212 fee is still there. I argue how can they charge for something I didn't use. If you don't use electricity.. You don't get charged. If you don't use water.. You don't get charged. What company can charge you for not using their service?
They refused to give me my $212... Of course their notes in their computer are incomplete and favor their firm. No note of the last conversation where I was told I would not be charged.
I have spent thousands with dtv and was a huge fan of them.
Now.. I am going to blog the heck of my experience and I will cost them many many customers.
And the $1500 annually I spend with a tv provider.. Which is $15000+ every decade... Will go to at&t uverse or some other carrier.
Dtv had to squeeze a dime out of me.. This is what they get. I probably was responsible for 20-25 clients signing up for dtv and now I will take back those 25 and 50 more.
The complaint has been investigated and resolved to the customer’s satisfaction.
I have seen several Direct TV complaints. DirectTV is the subject of several class action lawsuits and those law firms may well like to speak with you. Go to my site www.classadvocate.com. Click on the defendants box and scroll to DirectTV and you will see what I mean. Good luck.
bad customer service
First thing I have to say is that it seems like it doesn't madder what company I try, it seems that customer service is a lost art. I have been a customer of Direct TV for a year now and up until now I have had a handful of complaints that I would like people to know before they sign up. The day of my new installation, they gave me that dreaded four hour time for me to be home. Well, they were four hours late plus installation time, off to a great start. I had to pull a few teeth for some compensation for time. $5-$10 off a month on a $120.00 bill, big whoop. I would like my time back please... Then to boot the second time they had to come out to fix my bran new dvr box, can you believe they were 6 hours pass the 4 hour time slot. Yea, wasn't a happy guy, and the technician was in a pissy mood as well. Again went through hoops and bad customer service to get some compensation. The leverage they have on you is like your cell phone company, is the two year contract. This gives them the right to treat you like crap because you are stuck with them for years. If you have the leverage to leave then most company's will compensate you somehow.
Now my latest complaint is, I called to add two more boxs for a friend that needs a place to stay for 6 months tops. Cost to me (or him) $300+, for a what they call, a leasing fee, they tried to use the analogy for leasing a car. I told them I could lease a car for cheaper and that this is crazy. For their equipment that I have to return and I had to sign in for another two years contract. Then all the hidden charges that make no sense to me but this is true with all company's I deal with.
When and how can we as customers can we try to demand better service for our money as a whole. First contracts are BS, if you provide me with a service I am happy with, guess what, I won't leave you. Second get rid of hidden costs, be square and up front to us. Don't advertise something and give us something else. Get back to the customer is always right! You can't make everybody happy but at least try.
So, you work for the Boise Idaho branch on Grove and Capital. That was easy! Everybody else make a complaint to there office directly [protected] so maybe you will get the chance to talk to this ### and give her another reason to hate her life...
Ok Realist, if you don't work for the Idaho branch of DTV then you should definitely get a job there. With over 80 responses to comments on this site trying to discredit people by making rude comments to them about there complaints to DTV. My question is why? Did you get fired? Also you will never be short of work, do a google search for complaints and you have over a million sites with thousands complaints on each one. So keep going, You are on your way with 80. By the way I hope your dog breaks another leg ###, go get a life besides sitting on your fat ### trying to defend your company by discrediting peoples comments with personal attacks. I am sorry to everybody else that might stumble across this because I never call people a loser, with no life, and wakes up every morning hating there life and I didn't make any personal insults in my original complaint. Just check her record by clicking on her name and see her responses to people. She is a ###. Realist you have no idea who I am and your assumption of me and many others on this complaint board are pathetic and have no merit. You are trying but you will never get me and millions of other to stop complaining. So give up you sadistic pig. I am going to follow every post that you have called people jerks, ###s, and make sure that you are looked at as joke, so that you will have to change your name. I love people that are tough when they are typing anonymously. You are the definition of a coward.
Ah, perfect example of a dtv rep. How are you today realist? You are wrong on so many levels. As a manager of a company with over 2ooo branches & my store ranks is the top 100 for customer service ever quarter, I have a few things to teach you about customer service. Good customers are based on the service, knowledge, your attitude towards the customer. If I have a customer in my store, its up to me and my employees to make sure that the customers experience is one that they will talk about in a good way and that they will come back. So, when you call customers idiots, jerks, ###, rude, abusive, that is your first mistake. I suggest to you, if you think at the end of the day that it's always the customer's fault, then look for another job. I never went after a single rep and I do understand that I will get somebody like you once and awhile that is hates there job, life, and frankly doesn't care about the company, but there are a few good ones. You are one of those people that wakes up in the morning and think it's everybody else' s fault that you are a loser. You must be miserable person, if you can call somebody those things and you have no idea who I am. OK That's all the time I will waste on you. Go get another job! Trash collectors make a good pay.
Now for everybody else, this is a perfect example who you don't want to talk to. Do yourself a favor and hang up and call back there are a handful of great reps that know what there talking about and generally try to make you happy. My complaints is about the company and it's polices that lead to customer service, just like many other company's, you have to do research about the non-advertised and like realist states the fine print because they will never tell you.
Look around and see what it would cost to add rooms in the future after the promotion. Ask around and see about the contracts and the early termination fees. Be very careful and question your equipment and costs when you have the installer come in. ( if they show up on time) The installers are sub-contractors that get paid by the job and installations. Double check all promotion deals like NFL ticket. The funniest thing about this one is after the football season was over I called to cancel the NFL ticket and I couldn't. They said I had to wait until next season to cancel it and if I didn't they would automatically charge me. My common response was why can't I cancel it now, so if I forget I will not be charged. No response, part of policy.
Again provide me with a good service and I and many others will stay. If you think or you are scared of people leaving after all the promotion deals end then I have a great idea for you. Don't treat new customers better then paying customers. Get rid of the sign on promotions and start giving away customer appreciation promotions. Like if you stay with us for two years we will provide HBO for three months or give you one months free. Everybody is worrying about getting new customers but they don't care about losing customers. Keep hiring people like realist and your company will go to ###.
The complaint has been investigated and resolved to the customer’s satisfaction.
Abbo is a idiot and dumb as you can get. I myself hate directv they are [censor]s period. Lousy customer Service its that simply! I have had them for 20+ years, I should just dump them, which will do asap. Reason their are idiots they are controlled by AT&T go figure greedy bunch.
They just jacking up your bill on both and u can't do a thing about it but fire them...thats what everybody should do.
and by the way its directv, not dtv. dtv just stands for digital televison, they arent a company at all
Hey smart one I dont work for directv, I would never be able to deal with rude ###s like you, I am just tired of people abusing customer service reps that have nothing to do with the freaking rules that they must fallow.
First of all "kind sir" good customer service is a lost art, because GOOD CUSTOMERS are a lost race! You seem like a real jerk and I can see why someone may not treat you so well, sounds like you desearve it really. And I am going to have to call ### on the "if you provide me with good service I wont leave you" Because you sound like someone who will only stay for the interdution rates and then leave. That is of course, unless, using your words you try and use leverage of leaving to try and get a discount. Face it customers like you are idiots, and definately not always right. You are just rude and abusive to people to try and get what you want, when face it, thats not available. If you dont want a commitment with companies ask them how to OWN the equipment, this may be MUCH more expensive, but at least you wont have to be in a commitment. All companies should have an option to own, this does not mean you will get out of the monthly fees on the equipment, it just means you waive all warrenties and repairs that they may do. But hey at least you wont have to send it back right? And the hidden fees? they probably really arent that hidden you just dont pay attention to the fine print or whatever else. You sound like someone who only hears what they want and deregards the rest. You also seem set in your ways. IF YOU WANT GOOD CUSTOMER SERVICE WAKE UP, YOU KNOW THE GOLDEN RULE 'TREAT OTHERS THE WAY YOU WANT TO BE TREATED'
engaño al cliente
Esta es una ¨compañia¨ que engaña a los clientes, desde el momento que se les contacta para solicitar sus servicios...ni hablar de los paquetes de programacion, las altas coutas que cobran por terminacion temprana del servicio, etc, etc. y Todo esto sin siquiera FIRMAR CONTRATO. GENTE NUNCA CONTRATEN A ESTA COMPAÑIA SI NO QUIEREN PERDER SU DINERO.
The complaint has been investigated and resolved to the customer’s satisfaction.
Continued: the guaranteed rate period would end 12/31/10, not 12/31/09. Sorry for the error.
On 11/10/09 I signed up for a $29.95 Directv package guaranteed until 12/31/09. Not until completing the online process with my credit card information were the full contract terms disclosed on a link at the bottom of the page. When I opened the link, I found that the contract is for 2 years, but NO DISCLOSURE as the the new monthly charge after 12/31/09, for the remaining 10 months of the contract. I called Directv and was told that the new monthly charge would be $70.00 a month. This charge is not disclosed anywhere on their website or in the contract terms. How can Directv be allowed to bind people to contracts with missing terms? Federal Trade Commission and other federal and state consumer protection agencies need to stop this fraudulent activity!
cancellation fee
Wow - just got off the phone with directv "customer service" (Hah) department. Due to the economy and the inability to keep their service for the full two year commitment (Although they repeatedly messed up our service and billing over the past year) , I called to cancel service. They would not waive the service fee. We now have to pay $140 to get them out of our lives. The moment I reiterated that we would cancel service, the customer service rep went belligerent and combative with me. Refused to let me talk with her supervisor for a while claiming that she was as far as it would go, and when I finally insisted and placed on hold for over five minutes, a male customer service rep, who wouldn't speak his name clearly for identification, proved to be even more belligerent than the first rep. Big business once again lords it over the customer who gets their hard earned money stolen. Never do business with them! They do not follow through and when hardship happens, make that experience as unpleasant as possible for the troubled consumer. Never again. Absolutely not worth the hassle, hardship or heartache.
The complaint has been investigated and resolved to the customer’s satisfaction.
Customer of Directv for many years. We had to cancel service due to sale of home. Called Directv to disconnect. Spoke with a customer service rep and she transferred me to a person in higher command, his name was Chris. I explained to him that we had sold the house and he looked up our account. He said that he was sorry to see us go, but because we had been such good customers there would be no disconnect fee. He explained that boxes would be shipped out to return the receivers and to be on the lookout for them.
We did receive the boxes and we also received a DISCONNECT BILL for $104.
I called Directv to ask why we received this bill and explained that when I spoke with an account rep he said there would be no disconnect fee. She put me on hold and said there was no record of such a waiver.
I was livid. Not only have I built up that company to friends and family, but my brother is connecting up with them next week. Needless to say we will not be going back to them.
In 2008 I started service with DirecTV.
I bought a receiver through Costco and took advantage of their rebate for new accounts. I obtained one HD DVR and 3 SD receivers for myself and my housemates. I signed an agreement for service for two years, understanding there would be a penalty for early cancellation.
In 2009 I switched one of the SD receivers to an HD receiver.
I was not told there would be an additional 2-year obligation for doing so. Now, when I relocated to another state, I cancelled my service with the intent of returning to DirecTV once I sold my house and bought a new one…but I was charged a $120 late fee and informed that I had incurred an additional 2-year obligation for upgrading my service.
Why do I incur an added obligation for paying more for service?
Why was I not advised of this added obligation?
Is this how DirecTV conducts business? Nickel and diming people with their already over-priced service?
The quality of service I’ve received from DirecTV and it’s customer support personnel has been very poor! When I’ve had problems it has taken days to correct…typically due to problems on their end with…with no compensation for time I was without service. Canceling my service was even a pain. As my roommates moved out I canceled services and returned the boxes. I was not properly credited for returning my receivers and charged for not returning them, until I called and had them do a little research. What a waste of time!
Directv needs to go to hell and take all their equipment with them!
NEVER agreed to a two yr.contract when we made the BIG mistake of "upgrading"to HD.
Now we are moving.
Directv is NOT an option where we are moving to-yet we still have to end up paying 140.00 to get out of the remaining months.
Hell no one TOLD us that we were leasing the damn box-then WHY did they charge us for it back in 2008?
Directv will NEVER be recommended again and I am thankful we will have cable.
On 3 different calls I am told 3 different things.
The first woman insisted and almost gloated that there would be a early termination fee!
The second started to make a little sense saying he would see if all the overcharges could be deducted from the early termination fees...
Came back on the phone after a 5 minute wait and said he was "sorry but his supervisor said there was only two options.Get a one time 50.00 credit when we moved the service...or pay the 140.
WTF?
I am so pissed off by this time!
WHAT part of "WE DO NOT WANT DIRECTV"do they not understand...
Then the third ### pretending to be "helpful"says he understands but that it is in the computer and "certain things can't be adjusted"through the computer-it just won't let him.
WHAT BS!
I am completely through with this ### of a company!
I feel for everyone who has done business with these ###s and go through total BS with them!
If anyone reads this who us even considering Directv OR Dishnetwork-take one piece of advice seriously-STAY THE HELL AWAY FROM SATELLITE!
And NO myself or any family and friends do not work for or have any afiliation with any cable company, so am NOT trying to promote cable, but there is NO way I will EVER go back to satellite of ANYBODY again!
WHY can't someone take out their damn computer systems...
Then the ###s can't function...seeing as how computers run the company and tells them everything to do since they REFUSE to do anything on a person to person understanding human level!
pricing, contract length
I signed up with Direct TV only for an international package which they had available. It was expensive and it required a "basic" plan in addition. The "basic" plan was 9.99. It's not even been 6 month since we signed up and it is already 12.99. When signing up, I explained that I will need the international package for a few months only. They said the contract is for 12 months, but I can always drop the international channels and just keep the basic. Well...I call in to do just that and they say, noooooooo. You can't do that "MA'M". If you remove the international channels, you will need to get a "different" basic - 29.99! And "MA'M" your contract is 18 months. Since when? Ok, so after going around and around, I get this 29.99 package. What do I see. "GOD TV", Prayers, and other religious channels. I don't need that. I call them back and say, I don't want all those channels, they say, sure, the next one up is 59$! This is horrible. Oh, and if your reception is not good, you have to pay for them to come out and fix it.
This is the worst company ever!
The complaint has been investigated and resolved to the customer’s satisfaction.
yes I agree this is the worst company ever!
I signed up with Direct TV as a $300.00 promotion with the purchase of a new television. I have had them for (4) four years. I bought another television from Best Buy and also bought a HD DVR from Best Buy for about $ 200.00 about 1 and 1/2 years ago. In June of 2010 I got a new bill from Direct TV increasing my bill from $ 97.00 per month to $ 128.00 per month. I called and was told that I had been on a promotional agreement with them and that there was nothing they could do to reduce my monthly cost.
I called Dish network and they gave me basically the same programming, television connections for $ 60.00 per month.
I called to cancel my subscription with Direct TV and was told that when I bought a HD DVR from Best Buy for $ 200.00 it extended my contract another 2 years. They do not have a copy of any agreement that I signed they said it is all in the original agreement.
I want to make sure everyone is aware that anytime that you have anything installed or upgaded by Direct TV you have extended your contract and you do not have any way to negogiate the balance or any way out of paying the cost.
How can you buy equipment from a retail store and it does not belong to and also extends any contractual agreement with the main vendor, that cannot be fair or legal.
Just want to make sure that no one suffers the same issues that I went through, Dish is the way to go.
I agree. DirectTV has the worst packaging, plans, contract structure. It just kills you. I stick with Dish Network.. Atleast there is no contract so I can leave them anytime, the receivers are better (e.g: I can record two shows simultaneosly and watch a third one).
I will never go to directTV
shoddy and ugly install
I'm complaining about the tangle mess of white cables hanging from the front eves of one of my properties. I looks like scrap!
I asked your installer if there was a more suitable place to hide those gang of wires because I did not want them in the front of the building. He told me this is the way he was going to install it or he would charge more to reroute it.
How would you like a tangle, unsightly mess of wires hanging in front of your mansion? You wouldn't let that happen, right? So why do you treat our property differently. You're no better than anyone else! All your company does is makes holes, have wire and cable run everywhere and break roof tiles and leave unused equipment everywhere. You show property owners no consideration or respect when you install your precious little box and wires. I've just recently spent thousands of dollars to repaint the building and trim and now your company destroyed the look and character of the building with those appalling, unsightly hanging wires. Come out and look at the crappy job your installer did and tell me you want the same job in front of your mansion.
I want you send someone to reroute those white cables and box from the front of the building and hide them on the roof or the rear.
I also want you to replace broken roof tiles your installer walked on. This should be done ASAP! ...If I do not receive a response or satisfaction within a few days then I will take legal action. In addition I will contact the Apartment Owners Association and discuss with them about the same issues I have with your company.
Mr.Lew
The complaint has been investigated and resolved to the customer’s satisfaction.
Direct TV just did the exact same thing at my condo. ugly white cables (three of them) dangling two stories down from a dish tey just put up on the very front corner of the building. Totally ugly. I feel your pain. I feel like my property value goes down every time a new dish goes up.
Glogal Shipping, Logistic Management and Supply Chain Management.
Service Info
FedEx Courier Service, West Africa
4th floor (government Zone)
Lagos State, Nigeria
Shipment Code: CPEL/OWN/9876
Parcel No: EG2272-NIG
Dear Mr Syed Maraj-ud-din Agha,
Greeting to you from the entire staff of FEDEX COURIER EXPRESS COMPANY NIGERIA, Thanks you for your e-mail. With all due respect, i Mr. Fredrick Gardner, the (Senior Delivery Officer).The reason why you are to pay the keeping fee is for the Security keeping fee of your parcel which is $250.00 USD.the Security keeping fee is due to the fact that we don't know when you will be contacting us via email that we have your parcel.we informed the sender to contact you on time so you will not have to pay more that $250.00 USD on dumurrage.With the above facts, i want to advise that you to make the payment for the Security keeping fee, so that your parcel can be delivered to you on time. Meanwhile, i want you to note that your parcel has officially cleared from the FEDEX SEVICES ORGANISATION (FSO) because we have confirmed your real address for delivery of your parcel which contained a Bank Draft/Cheque worth the sum of $10.5Million United State Dollar and other documents which cannot be seen by any of our agent until the parcel is successfuly delivered to you.Delivery will be made to your doorstep according to our delivery requirement under 24 hours.
PAYMENT INFORMATION (WESTERN UNION MONEY TRANSFER)
You are to make the payment through WESTERN UNION MONEY TRANSFER Or MONEY GRAM INTERNATIONAL MONEY TRANSFER as to speed up the process of your delivery.You are to locate the nearest Western union or Money Gram Office close to you and make the payment to this account officer address given below.
ACCOUNT OFFICER INFORMATION ARE STATED BELOW:
Account Officer Names:GABRIEL DONALD
Receiver's Address: #1 Lawrence Road, Benin City Edo State, Nigeria.
Text Question to be use:Trust
Text Answer:God
Amount to sent :US$250:00
S ECURITY KEEPING CHARGE : US250:00
You are to send back to me this information below after payment is made
Sender Name:
Sender's Address:
Receiver Name:
Mtcn (Control Number):
Amount Sent:
MODE OF DIPLOMATIC DELIVERY
As soon as we Recieve the security keeping fee, Our international Diplomatic agent will depart NIGERIA with your CONSIGNMENT BOX and your Shipment Airway bill will be sent to you immediatly to track your Cargo to your given address within 24 hours . Our Diplomat agent will call you on arrival to your country to hand over your Consignment Box to you.
NOTE:You are to scan Two(2) passport photograph for identification purpose when sending the payment to us via email, so that we can eaily recongnise you when we get to your house address in your country.
Your satisfaction is our priority and we look forward to provide you the best of our quality service.Do have a wonderfull day in anticipation of hearing from you ASAP.
Yours Sincerely,
Mr. Fredrick Gardner
(Senior Delivery Officer)
Mrs. Victoria Williston
FedEx Online Team Management
Tel: +[protected]
Email:fedexcourierdeliveryservices01@hotellos.nl
Email:fedexcourierdeliveryservices@hotellos.nl
2009 FedEx INTERNATIONAL.
unprofessional installation and poor customer service
I recently moved to a new home and after much research decided to choose DirectTV for my TV service. One of my deciding factors was your promise that you offered professional installation. This is a very important factor to me because my home is very special and I do not like to employ hacks to do work in my home.
When I called to order the service the person I spoke to on the phone was very courteous and knowledgeable. I especially asked if the service would be installed by a professional type person and was assured they would do a good job and would completely hook up everything to do with my TV (VCR’s, DVD players, ect.) and that when they left I would be up and running.
The first thing the installer did when he got here was tell me that in order for my service to work I had to have 2 lines instead of one and that DirectTV charged an additional $75 per line for this service. He then went on to say that he could do this service “on the down low” for $100. This immediately made me feel that he was lying about the 2 lines and was just trying to rip me off. I felt very uncomfortable, intimidated and confused about what to do but really needed to get my TV service going so I agreed to his terms. After he looked at my attic he changed his tune and told me he didn’t need to run the extra lines but could just drill through the house at no charge. Again this left me to believe he was lying the whole time and just trying to take advantage of an elderly, uninformed person.
My dish had to be placed out in my yard on a pole about 20 feet from the house. He said the service included burying the cables up to 20 feet with an additional charge for anything over that.
He buried about 3 feet of the cables and then told me he was going to leave the rest above ground. I argued with him that I did not want cables stretched across my yard (ugly and can’t mow) but he persisted and since I was already feeling intimidated and frightened by having a dishonest person on my property I gave in just to get him to leave. He also did not put wall covers on my wall so I now have ugly holes showing and he left behind bits of insulation from the inside of my walls and trash as well.
He also refused to hook up any equipment other than my DVR receivers.
I do not consider this professional insulation. I called the Direct TV customer service number and reported this incident and was told someone would contact me to come back out and finish the insulation. After a few days with no response I emailed their customer and they too said someone would get in touch with me to resolve this problem. About 5 days later a "supervisor" called and said she had received the complaint and she was putting a notice into the local office and they someone would be in touch to schedule an installer to come out and resolve the problem. 5 days after this someone called and left a voice message that they were following up on the installer and that if he had not yet completed the job to give them a call.
Now here I am with cable lines running across my lawn, I can't mow these areas, and I have to call someone back and explain to them that no one has ever called me to schedule the installer they were following up on. And my first bill is due and if I don't pay it my service will be shut off and I will get a ding on my credit report. Needless to say I am very frustrated and disappointed with this company and their service. I would never recommend them to anyone.
The complaint has been investigated and resolved to the customer’s satisfaction.
I am SO GLAD I changed my mind about DirectTV and cancelled the installation!
i agree they did their professional installation in my house and my 5 year old could do a better job. Im sure they hire any guy off the street for 10 bucks an hour and think they are going to have no problems
30 months of fraudulent billing
30 months of fraudulent billing!
Wednesday, may 27, 2009 10:50 a. M.
Called and spoke to david (U2631) at directv he informed me amanda would return my call within 2 hours.
Amanda (R9631) at directv called offered me 60 days credit I politely refused and again informed that I would be suing in small claims court and filing criminal charges for unauthorized use of a credit card. Amanda kept telling me that directv had spoken with me and I had not called directv to confirm the disconnect and that directv had billed me for approximately 30 months before I noticed. I stressed to amanda that I had never been contacted by directv after my initial e-mail in july, 2006 and that I had never spoken to directv about this account until february 24, 2009 when I discovered the fraudulent billing.
Directvs position appears to be that I did not catch directv soon enough so directv intends to keep most of the funds that directv fraudulently removed from my bank account and that I did not catch directv quickly enough. The approximately $100 credit directv offered does not equal the approximately $1600 dollars directv obtained fraudulently.
Realist,
If someone you contracted with for service billed your credit card for 30 months after termination of contract would you not consider this theft/fraud? The service provider was no longer authorized to withdraw funds from your credit card after terminiation of service. the lates DIRECTV communication follows:
Tuesday, May 26, 2009
Received phone message @ XXX- XXXX instead of number I furnished in my communications with DIRECTV, from Amanda regarding “media inquiry” will return call tomorrow a.m. and record.
DIRECTV 30 Months of Fraudulent Billing!
Wednesday, May 27, 2009 10:50 a.m.
Called and spoke to David (U2631) at DIRECTV he informed me Amanda would return my call within 2 hours.
Amanda (R9631) at DIRECTV called offered me 60 days credit I politely refused and again informed DIRECTV that I would be suing in small claims court and filing criminal charges for unauthorized use of a credit card. Amanda kept telling me that DIRECTV had spoken with me and I had not called DIRECTV to confirm the disconnect and that DIRECTV had billed me for approximately 30 months before I noticed. I stressed to Amanda that I had never been contacted by DIRECTV after my initial E-mail in July, 2006 and that I had never spoken to DIRECTV about this account until February 24, 2009 when I discovered the fraudulent billing.
DIRECTVs position appears to be that I did not catch DIRECTV soon enough so DIRECTV intends to keep most of the funds that DIRECTV fraudulently removed from my bank account because I did not catch DIRECTVs fraud quickly enough. The approximately $100 credit DIRECTV offered does not equal the approximately $1600 dollars DIRECTV obtained fraudulently.
The complaint has been investigated and resolved to the customer’s satisfaction.
Called and spoke to David (U2631) at DIRECTV he informed me Amanda would return my call within 2 hours.
Amanda (R9631) at DIRECTV called offered me 60 days credit I politely refused and again informed that I would be suing in small claims court and filing criminal charges for unauthorized use of a credit card. Amanda kept telling me that DIRECTV had spoken with me and I had not called DIRECTV to confirm the disconnect and that DIRECTV had billed me for approximately 30 months before I noticed. I stressed to Amanda that I had never been contacted by DIRECTV after my initial E-mail in July, 2006 and that I had never spoken to DIRECTV about this account until February 24, 2009 when I discovered the fraudulent billing.
DIRECTVs position appears to be that I did not catch DIRECTV soon enough so DIRECTV intends to keep most of the funds that DIRECTV fraudulently removed from my bank account and that I did not catch DIRECTV quickly enough. The approximately $100 credit DIRECTV offered does not equal the approximately $1600 dollars DIRECTV obtained fraudulently.
make sure that you let them know RIGHT AWAY that the conversation is being recorded, otherwise EVERYTHING said is not admisable before any court, and if you tried to bring it before the court when you did not let the party/person you were recording know RIGHT AWAY OR AT ALL then this is considered intrapment or worse. You definately dont want to play the game that way. Mouser hit this right on the nail, this is negligence on your part, no court in the free country is going to side with you.
I agree with realist on this...what type of person honestly leaves from a contracted service and does not follow up to be sure it was fully cancelled out? Furthermore, what type of person is negelegent enough to not catch the billing on their bank account or credit card for almost 2 and a half years? Personally I check all of my statements monthly and if something is, in my eyes, incorrect I call the responsible party to find out what caused the charges, but 30 months, 2 and a half years? A month or two I could see, but that long, I think not, looking at it from a legal perspective, a small claims court judge is going to ask you why you didn't realize this was happening sooner and call to stop it. If you take this to court and use this as part of your argument, any judge worth his robes would see the utter negligence on your part to watch your own finances and you'll give directv's legal team all the information they need to win the case putting you out even more money.
Your going to waste your time and money at small claims court, that for sure. Most, if not all, companies out there can only dispute 30-60 days back. A company such as directv can not disconnect/terminate your services until all is confirmed and the legality of the disconnection is gone over, so if you stated at any point that you were going to call back, then you must fallow through with that, its not on the company. FURTHERMORE you waited 30 months to say a thing, now its the companies fault? Get real, serriously. It sounds as if you are trying to rip the company off, who doesn't notice charges for 30 months. Any judge, or jury for that matter, with half a brain cell is going to see it that way too. You would be lucky to get a refund for the charges back 60 days, but 30 months I HIGHLY DOUBT IT. Beside directv is a multi billion dollar company, thier lawyers are going to make you look like an idiot, not that you are not doing a good job of that yourself. Its going to take a lot of time and money to dispute this for which you will most likely lose and be out even more moeny.
wrong billing
I have been with Direct TV for over 10 years. I recently had to move in another location. I scheduled a movers connection and had the tech come to my home, this man worked on my service for 2 days without getting a signal to any of my tvs. the tech him self explained to me that he could not get a signal and that I should go with another provider, and suggested Comcast. In about a month time I received a bill from comcast for $195 for a early cancellation fee. How in the world can a company charge be a early cancellation fee if they can't get signal to my home. I spoke with Direct Tv and they advised me if I get a ground short repaired I could get the signal. who in the world has over $1500 to get this repaired so they can connect satelite in my home. I did mention that I have been with this company over 10 years and and they will not waive the fee.
The complaint has been investigated and resolved to the customer’s satisfaction.
any dispute - report your credit card stolen
We recently had an issue with direct tv where they did a bait and switch on the pricing and then refused to talk to us about it to resolve it. My advice to anyone with a dispute with direct tv is to call your credit company and report your credit card stolen (or lost). Otherwise they will charge your card for the disputed amount without giving you an opportunity to resolve the issue. If you reporting your card stolen (or lost) that will give you a little negotiating power since they will be trying to get payment. Otherwise the minute there is a dispute they will charge your card for the amount of the dispute plus a $170 cancelation fee without telling you first.
Hope this helps!
The complaint has been investigated and resolved to the customer’s satisfaction.
This is actually not true at all. When it comes to disputing debit/credit card transactions, it comes down to whether the card was physically present or not. DirectTV transactions will always be considered not present, therefore there's no need to report your card lost or stolen in order for your bank to dispute it. Not to mention, if you report your card lost or stolen and they dispute the transaction as an unauthorized charge, Direct TV is just going to come back with your information showing it's a valid charge. Then you are responsible for the charges. What you actually NEED to do is 1) not listen to someone telling you to falsely report your card stolen and file a fraudulent dispute and 2) contact your bank to do a merchant dispute. With that you stand a chance of recovering the funds. I research these every single day and I can always tell immediately when someone is lying on their dispute paperwork. So do yourself a favor, don't lie and just dispute the charge the right way.
faulty power supplies in model # d12-500 standard receiver
Despite the information I received from Direct TV Tier 2 Tech support for the Protection Plan department in a city in Pennsylvania, Direct TV has not notified customers that they "Know" that
the model # standard-D12-500 receivers, have defective or faulty power supplies.
I became a customer less than 1 year ago, and today the 3rd different receiver I had professionally installed by their own contractor/installers, has in fact quit, died, doesn't work.
Each receiver was installed in separate locations in my home, all are on power strips, all are on different
circuit breakers, but still the model # standard-D12-500 receiver died.
The first receiver was the least used, and it died first.
The second receiver was the most used, and finally the 3rd unit died and here is the problem;
They do not want to replace what they know is faulty, even though I bought and maintain their
"Direct TV Protection Plan". Instead, they have referred me to an internal department called:
"Case Management".
After talking to a rude condescending, smarmy, Pennsylvania Supervisor named: "Steven" in their Tier III Technical Support area for the Protection Plan, He did nothing, and worse, said that
"he could do nothing and that even though I keep talking now for 12 minutes, that you [I], would have to talk to "Case Management" before a replacement would be ordered".
- He did not empathize or ever say he understood my dissatisfaction at all
- He made no effort to resolve the problem
- He was very condescending, smarmy in his tone, attitude and was clearly obvious he didn't care
- He would not give me the phone number to the "Case Management" department
- He made no attempt to do ANYTHING!
* In all honesty, I called him a "Smarmy, condescending punk". [Many would have said much worse]
If Direct TV knew there is an issue with the model receivers, why should I have to talk to anyone before the unit gets replaced? I have paid for the protection plan, and even though they are fully aware of their model # standard-D12-500 receiver having defective of faulty power supplies, in stead,
because they have another layer of wasted processes that I have to jump through in order for them to "make good" on both their Protection Plan, and for them to deal with their own know issues dealing
with model # standard-D12-500 receiver having faulty or bad power supplies.
[as told to me by their own Tier II Technical Support area for the Protection Plan Associate]
I am very angry, but unfortunately, I've got some more months left on my contract.
I guess that is what I have to look forward to from their customer service, and from their company.
I guess they feel their are more customers, "in the bush" they'd rather have than the ones they already have being happy.
If they make good, I will post that here too. But as for now, I have to talk to their
"Case Management" department. I hope they are not from Pennsylvania too!
Hello All, I am the "Angry Customer in NV. who originally posted the complaint on 5/26/09.
As promised I am following up with the resolution.
After multiple phone calls from and to their "Case Management" department,
their "Customer Advocacy Team- Cimarron" and also after sending emails through
their website, to their COO, and being very persistent with them, they did get me
a replacement receiver, but failed to send me a "Recovery kit" to mail them back their defective receiver.
Even with a "Protection Plan", I was on the verge of getting shafted by Their "Case management Team" for a $55.00 fee. You see, if you do not return the defective unit within 7 days, a fee is charged to your Direct TV account. I had to continue to talk to another "Case Management Rep." to get a "Recovery Kit" sent to my house. The actual replacement receiver came on 5/28/2009 in the afternoon, it did not come with return shipping instructions or even activation instructions.
[I was glad that at the point of talking to each layer of people in each department redundantly,
I asked the same questions over and over to every person I talked to, because the information I was given seemed to change with each person, and department - somehow I discerned their process]
I did not get the "Recovery Kit" until 6/3/2009, and it wasn't picked up by Fed Ex until around noon 6/4/2009. [The shipping label Direct TV provided was a Fed Ex "Express Saver", not overnight]
Again, I had 7 days to return the defective unit, and they were cutting it too close, and again, it was
their processes of doing business which kept me angry, and still looking at them critically. To date,
they have no concern that they got me angry to begin with or having gave a defective unit, broken processes, and misleading personnel. This can be fixed with the right process consultant, I happen to have been one in my business life for a very large multinational corporation.
HERE IS THE "CASE MANAGEMENT" PROCESS I WAS SENT THROUGH/(condensed):
[*Please note: Additional time, emails, and conversations were had with my initiating them in between each step of this process outlined below]
1- I made my original complaint late on 5/26/09, to mainly the "Protection Plan department"
[who I had been forwarded to because it was a technical issue according to the initial phone rep.]
2- The "Tier II Technical Support" [which is the Protection Plan department"] forwarded me to
"Case Management". {The reason they gave was that I had already had 2 defective units replaced and their was too much "account activity".} DUH!
3- "Case Management" called me the next day, and ordered a replacement unit, but forgot the
"Recovery kit" to mail back to them the defective unit".
4- I called "Case management" daily until the unit arrived. They gave me a PIN to even get through to their department, without a pin, you cannot even contact them, and it changes daily.
[*Case Management reps, all promised that I would be contacted with an ETA of the replacement unit, but the "Case Owner" never did provide that information to me nor did she call me back when I left messages for her to, nor did she notate my account on the ETA so that any Case Management Rep. could have told me that information easily.]
5- Each time, daily when I called "Case Management", I had to speak to a different person, because
it is their "PROCESS" to not give you a direct line to the original person you talked with.
Instead, whichever Case Management Rep you get, sends the "Case Owner" a request by email for them to return contact to you. [My case manager never did return my calls, until after I got the replacement unit installed and activated with yet another "Case Management Department Rep."]
6- It was my questioning that Case Management Department Rep who helped get the replacement receiver activated, for the "Recovery Kit".
7- That Case Management Department Rep. did not know "HOW" to get me a "Recovery Kit",
and so I was on hold while he got trained in ordering what should have come with the replacement
receiver to begin with. He finally was able to order the recovery kit, and I at this point requested that
my "CASE" remain "OPEN" until the unit was sent back to them, and that I was not charged the $55.00 fee for missing the 7 day deadline due to their errors in their processes.
8- I got the "Recovery Kit" on 6/3/2009, and Fed Ex'd the defective receiver back to them on 6/4/2009.
8- The "Case Owner" from the Case Management Department called after many days, and my phone calls to ask if everything was properly operating with the replacement receiver they sent. She called
on 6/5/2009 at 2:59 Pm PST. [She hung up abruptly, not allowing me to question her about not charging the $55.00 fee to my account for not being able to return the defective receiver within their
specified timetable.]
9- So far, the receiver is working fine, and I will be watching to see if they have the nerve to charge my account that $55.00 fee for missing their deadline, but you know I'll keep you posted.
*Special Note[s]*
It is Direct TV's process that when your account goes into their "Case Management" department,
the first person who calls you is referred to as the "Case Owner".
Also,
I did purchase the protection plan from the moment I ordered service from Direct TV,
and yet, they sent my account into "Case Management". In fact, I was told that anytime I call
them from now on, [for the next 9 months] I will immediately sent to one of the "Case Management" reps.
And,
A "Recovery Kit" consists of: a Fed Ex return postage paid label, packing instructions, and Fed Ex instructions.
** Whatever you do, take copious notes which includes getting employee I.D. numbers which they
must give you even though they may not tell you their actual real first name. [most do not]
SO make sure you get employee ID Numbers. Ask ever person you talk to the same questions,
each one has a level of knowledge and willingness to either give you the correct information or not.
** Many of the Reps. just want to pass the buck via "Noting" your account, and don't really do it, make them read back to you the information you want noted on your account to insure they did it at all, especially your phone numbers or contact information and information you are requesting specifically. Make them read it back to you, make them read it back to you, do not let them off the hook by telling them your information again after you ask them to read it back to you. If they admit to failing in properly noting your account, give your information to them again, and repeat the read back. It is the only way to get what you need documented on your account.
__________________________________________________
If they charge my account the $55.00 or something else happens, I'll keep you posted,
-- Angry in NV.
The complaint has been investigated and resolved to the customer’s satisfaction.
Same thing happened with me...I have two of these receivers that died in a 4 month span and DIRECTV won't do diddly to replace them. I am in month 22 out of my 24 month contract. They wanted to charge me 21.00 for shipping and then they would send me another unit but they would have to renew my 2 year contract...what a SCAM.
Take care of your customers DIRECTV, treating your customers in this manner when you know about problematic piece of equipment will only be your demise. Quality control and customer satisfaction prevents your churn in customer base - this has been going on too long. DIRECTTV executives need to step up and listen to their customers!
Jeff Gasner
I had the same problem with the same receiver (and I live in Pennsylvania.) I had one die, and they sent me a new one and charged me the 21.00 shipping. Not less than a month later, the second one went out in the same manner. (I too have everything hooked up to a power strip, etc. etc.) However, I do not have the protection program. I called and talked to some Brit/Aussie who made me go through the ridiculous procedures to check if I didn't have it hooked up properly (I tried explaining that the exact same thing happened less than a month ago...yet he made me go through the hoops unless I wanted to be labeled "uncooperative".) Having done that, I asked if he could send me a new one (for the $21.00 fee again) and he told me "no, I could either a) buy the protection program or b) have a tech come out and install a new one." I told him I didn't want to take a day off work for a tech to install a new one (and charge me for a tech fee, whatever that might be) and I didn't want to get the protection plan (which seemed to me a scam; why should I pay for a protection plan when the problem was with their equipment?). I ended up telling him I couldn't wait till my contract runs out to which he had no reply. I am sure that if I let my contract laps and return the unusable receiver they'll charge me for it. Not sure what to do; I may just contact them again and threaten them with an FTC complaint. I'll repost when I hear anything new...
I just had the same issue today with one of my receivers. I called customer service and was told that they know that it is a problem and that it would be replaced at no cost because I have the protection plan. I was shocked that I would have been paying for a replacement if I wasn't on the plan.
I work in the telecom industry and am responsible for making sure customers get kits for DSL. If customers call in about faulty modems, we replace them without any cost to the customer because it is OUR faulty equipment. When I ordered Direct TV, I was told that the plan only covered the satelite outside, which makes a little more sense.
This isn't the first issue I've had with Direct TV. It took them about 3 missed appointments (they never showed up) before they were finally able to get a contractor to come install it. I will be looking for another provider when my contract is up. Not very impressed with them.
Hey there! I am having issues with my equipment too. About weeks ago my first receiver went out and on the day I got the one to replace that one, my second went out. I don't have the protection plan and I paid $20 for the shipping for the first one and I'll either have to pay another $20 for SHIPPING or I'll have to buy the protection plan. Sigh. Damn the man...
hidden charges
Subscriber beware: Direct TV has hidden charges that are not disclosed at the time of sign up. I asked the person at the call center "Please tell me about any charges that I my incur during set up and installation." She said there were none. The satellite dish was free. The DVR was free. The set-up and installation are free. I even got lucky and got HBO, Starrs and Showtime for three months for free. Lucky me! After giving her all my info, scheduling an appoitment, she asked for my credit card. "Why" I asked. She needed to charge me $19.99 for shipping and handling of the satellite dish and DVR. I said "I asked you if there were any additional charges and you assured me there were not. Now you're asking for my credit card number." I got a major song and dance but I figured (as I assume they hoped I and every other fool will) that I had spent all this time getting signed up, so what was $19.99? So I gave her my card number. Today the installers showed up and the first things out of their mouths were that because I have a flat roof on my house there would be a $65.00 custom installation charge. I hit the roof (no pun intended). I called Direct TV and they said they can't predict when a home will need a custom installation. I told them I wasn't even told about the possibility of a custom installation charge. They referred me to the fine, fine, fine print at the bottom of the flyer. I said "But I asked the sales associate if there would be any additional charges and she said "No." Why wasn't I told at that time about the $19.99 s&h fee and the possibility of the $65.00 custom installation fee"? Oh, we're sorry...so I'm SOL. And so are you if you have a flat or tiled roof. In my book, omission is the same as lying. What a way to build customer loyalty!
The complaint has been investigated and resolved to the customer’s satisfaction.
I know that this post is somewhat dated, but DTV just tried to hand me the $19.99 BS. I moved and they told me that everything for the move was free. Then she tried to fleece me for the money. I asked what it was for and received the same reply as above. I then proceeded to tell her that in fact wasn't free. I even looked over the move offer details...nothing listed for delivery cost and tech visit. I asked for a credit on my bill if she was still going to charge me the fee. She proceeded to argue with me...that's when I asked to speak with a supervisor. She put me on hold for about a minute, came back and told me that the fee would be waived as a one time courtesy because I was a loyal customer...BS...but I didn't get fleeced!
I THINK YOU ARE ALL BEING HARD ON EACH OTHER. i JUST ORDERED DIRECT TV. tHE 19.99 CHARGE DID COME LATE IN THE PHONE ORDERING WHICH IS LAME BUT THEY DID TELL ME THERE COULD BE A CUSTOM INSTALL CHARGE IF MY SITUATION IS DIFFERANT. KEEP IN MIND WE ARE THE MERCY OF UTILITIES AND WE JUST HAVE TO LIVE WITH THE SCAM PORTIONS OF IT. iTS JUST SIMPLE BUSINESS GREED.
I ordered and installed Direct Tv about 5 months ago. At the time, I had the opprotunity to install up to 4 rooms. I did only 2 rooms. I called to get a 3rd room installed and was told I would be charge as a "new customer" and the extra install would cost over $100.00 and add extra on to my bill every month. At the time of my initial installation, I had told them that if my son where to move / come home, I would put service in his bedroom. They said nothing about extra charges at a later time. Well he will be home from college over the holidays and I wanted his bedroom to be as inviting as possible. However, not now, I can't afford the extra fees to put a receiver in his room. I should have been told this at the time that I ordered my initial hook up. I would have just done it then, FOR FREE. What a rip off!
I too had a technitian come to my door today on day of install and tell me that theres a $75 custom install fee cause he cant put it on my roof.. which is BS. I called Direct tv and the lady that answered the phone wasnt willing to answer ANY of my questions about this hidden charge, and was rude when I told her she could not have my name and address to continue processing me as a new customer. Im sorry but if you have a problem with answering your clients questions, you SHOULD NOT be a customer service rep. Thats their job is to SATISFY the customer so they DONT LOSE them. Luckily since my husband is military, the tech waved the fee. THAT is good customer service Mr. Technition!
You are unrealistic and the poster (realist) was, in fact, much more REAL than your attitude. They could have said it differently. But it sounds like you want everything for nothing. Let me guess- Obama supporter maybe? :)
It answered my questions about upfront hidden fees for Direct TV. Go suck on a tailpipe Realist.
MESSAGE TO ALL REALIST IS A LOSER, SADISTIC ###, THAT HAS NOTHING BETTER TO DO THEN TO TRY TO DISCREDIT PEOPLE BY TALKING ### ABOUT EVERYBODY. CLICK HER NAME AND CHECK HER COMMENTS TO PEOPLE. SHE IS RUDE, HAS NO VALUE POINTS AND I CAN'T BELIEVE SHE WASTES HER TIME. BUT SHE DOES. WHICH ONLY MAKES ME COME TO ONE CONCLUSION THAT SHE MAKES UP EVERY MORNING AND LOOKS IN THE MIRROR AND REALIZES SHE CAN'T STAND HERSELF AND HATES THE WORLD. GO GET A LIFE YOU F'EN LOSER...
SORRY TO EVERYBODY ELSE, I AM NOT LIKE THIS UNTIL I GET ATTACKED PERSONALLY FROM SOMEBODY THAT HAS NO IDEA WHO I AM OR KNOWS YOU. KEEP POSTING YOUR COMPLAINTS, IF ANYTHING ELSE IT ALLOWS OTHERS TO WATCH OUT FOR WHEN DEALING WITH COMPANY'S.
oh, you poor poor victum. lets all feel sorry for the person who didnt read the whole flyer, there was no way that the poor lady/gentlemen helping you with your order could know that you would need customer work done. get a life, serriously. and yeah you are right what did happen to customer LOYALTY, because what your dumb ### is complaining about was CUSTOMER SERVICE. There you are, someone give you the pitty party you wanted, oh not what you were expecting, then heres and idea GET OVER IT
fraud
Direct TV decided after being told to terminate service instead to place it into their "suspended" category. They have since then charged me for 3 months of service I never received. I had to call my credit card company and not only object to the charge but terminate the current credit card number and get a new one issued. After speaking with two Direct...
Read full complaint and 45 commentsincorrect billing, horrible customer service, flat out disrespect and lies
From start to end this was by far the worst experience I have ever had with a company. Long story short, every bill was incorrect and we had to call in and hassle with them for hours to get it fixed. Our equipment was faulty and it took nearly a month and 5-6 tries to get the correct (And original) equipment model we had. We were hung up on multiple times. We were told even though their equipment gave out, if we wanted that same model (Or even one equivalent) that we would just have to go purchase one from somewhere like best buy. We filed complaints with the bbb, the ag in denver (Their headquarters) , and my wife did with some other business agency. Overall, I would say we probably spent roughly 24-30 hours on the phone with these people. They either have no sense of business, or are complete ###s. Even the supervisors basically had the "well that's just tough luck attitude". The final straw was when they missed a scheduled move of equipment date (As we bought a new house) and "could not get a hold of their contractors to see where they were because they didn't have their telephone number, only their e-mail address". They then told us we would have to wait for the next available install date, which was 2 weeks out, and we would still have to pay for service because until the equipment was transferred, we still had service at our old residence (Which we no longer had access to as it was sold). We then canceled our service because we had finally had enough. They charged us the cancellation fee without notification (We knew we would have to pay one, but didn't know when) and caused our books to be off and go negative. We now are getting a lawyer involved just to show them how much of a pain they were to us. This company is the worst experience I ever had in the business world. Do not use this service, consider yourself warned.
The complaint has been investigated and resolved to the customer’s satisfaction.
I called the technician to fix the antenna from the Deck to the roof.
First they kept on giving me ideas that what if the roof starts leaking. I said it will be Direct TV who will repair the roof.
Our community does not allow antennas on the deck because of the view of the community. These people (Trust me horrible people) dont want to go on the roof to fix the same.
Technician parked his Direct TV Van on the driveway (right in the middle of the driveway) I had to go out for some work and i asked him to get his car on the driveway. rather than putting it perpendicular to the driveway. The stupid person started asking me why do I need to remove the car. how much time will i need to get the car out of the driveway. I lost my temper and asked him to get out of my property.
At last he agreed to do the same and still had issues saying what if i pull down the ladder and scratches my car. All sorts of issues that person had in life and would never do things the first time right. Totally unprofessional guys and dont know how to talk.
Ultimately he put two big antennas on our Bumped out roof and our sky visiion is blocked from the kitchen. To TOP it off, the antennas are now blocking the view from out master bedroom!
Totally unprofessional guys and dont use common sense. I was much happy with the Cable network.
They dont want to go to the top of the roof for whatever reason. Asks 100 dollars every visit. Asks me to pay 5 dollars per month for taking insurance!
God such insane people who cant have minimum expectations fulfilled
Hi I just got off the phone with direcr tv .I to have same problem the bill varies month to month calls go on deaf ears .I call fortroubled with hd (when ever its cloudy or raining theres no picture) when i explain it to them they just say if i want a tech there will be a 50 dollar chage, I respond that i've been calling since the install .They reply well it will be 50 dollars or i could by insurance for 5.95 a month. Then they have the nerve to say what else can I help you with..People dont get involved with direct tv its a mightmre.
charge account even after 7 days cancellation
my husband cancelled directv after 7 days because on the back of the bills said you could cancelled by 7 days without unathorized charges but guess what they charge my husband debit card $454.00 to which overdraft on his account.
so never believe on DIRECTV they are suck. From greed customer representatives.
i already told this to my friends never go to DIRECTV. never...
The complaint has been investigated and resolved to the customer’s satisfaction.
MESSAGE TO ALL REALIST IS A LOSER, SADISTIC ###, THAT HAS NOTHING BETTER TO DO THEN TO TRY TO DISCREDIT PEOPLE BY TALKING ### ABOUT EVERYBODY. CLICK HER NAME AND CHECK HER COMMENTS TO PEOPLE. SHE IS RUDE, HAS NO VALUE POINTS AND I CAN'T BELIEVE SHE WASTES HER TIME. BUT SHE DOES. WHICH ONLY MAKES ME COME TO ONE CONCLUSION THAT SHE MAKES UP EVERY MORNING AND LOOKS IN THE MIRROR AND REALIZES SHE CAN'T STAND HERSELF AND HATES THE WORLD. GO GET A LIFE YOU F'EN LOSER...
SORRY TO EVERYBODY ELSE, I AM NOT LIKE THIS UNTIL I GET ATTACKED PERSONALLY FROM SOMEBODY THAT HAS NO IDEA WHO I AM OR KNOWS YOU. KEEP POSTING YOUR COMPLAINTS, IF ANYTHING ELSE IT ALLOWS OTHERS TO WATCH OUT FOR WHEN DEALING WITH COMPANY'S.
No company leagally has to give you a trial period. They are not greedy they are just holding you to the commitment you agreed to by having their services installed. Directv payed out a lot of money to start you as a customer (anywhere from $1, 500 to $3, 000 depending on installations and equipment) So you are pretty much pathetic to complain when you broke the contract not them
illegal contract/ripoff
On february 25, 2009 I placed an order for at&t u-verse triple package installation. The at&t sales representative called me and I received a confirmation number along with a date of march 16, 2009. On march 16, a directv tech came to my house. I asked him why he was at my door and he said, directv is doing contracting work for at&t cable service. I let him in thinking he was placing at&t cable and on top of that, he didn't complete any installation for phone and the internet service. So I began to make calls to at&t and direct tv to resolve the problem. At&t finally sent a tech out to install u-verse.In the meantime, a representative from at&t called direct tv along with me on the phone and explained what happened. I don't know if she typed any information into my account. Well, I have been calling directv to cancel my account. I was informed that I would have to pay for a contract I agreed to which is for a year and a half. How can I agree to anything when I never even mentioned directv while placing the order. The supervisor says, that they sent me a confirmation letter that I never seen or signed. How can I be held accountable for something I didn't request or confirm. I have been working with at&t to resolve this problem but I am so appauled that I have to take some form of action as soon as possible. If you can help me in any kind of way, I would appreciate it. Also the supervisor wouldn't give me the number to their headquarters nor her last name. She wouldn't even give me the name of the sales lady, just her i. D. I'm not sure if that's even correct. We all work too hard for our money for someone to take advantage of a situation. This is downright disrespectful, abusive, and it should be illegal.
The complaint has been investigated and resolved to the customer’s satisfaction.
Complaints about "bait and switch" and "trojan horse" scams by At&T/DirecTV are rampant. Some federal group really needs to look into this.
sorry to hear what you went through
BUT...
Call centers are buckling down and a lot of them (not all of them) but a lot of them are not allowed to release any form of their last name, just employee numbers. Also a lot of them cant even tell you what city they live in, some cant even release the state they are in. This is due to rising crime from phsyco customers against call center reps. At a call center here in the U.S. a customer got mad because a call center rep would not give him a credit (for something that was his fault, no fault of the company at all). He asked for her last name, the state she worked in and the city. He found this call center and sent flowers to the representative (from a secret admirer.) Well she gave them to her buddy because she did not want her husband to get mad. When her friend walked out with the flowers to go home, she was shot down and killed by that man. He waited for the person holding the flowers that he had bought to exit the building, that way he could kill the person who made him mad for not giving him a credit that he did not desearve. And this is just one example of why.
So next time someone wont give you the last name, only a number, is because thats all they can give you! And for damn good reason, we have a lot of phsycopaths out there. But keep in mind this can work the other way, dont be rude to the person who is looking at the address in which you and your family live, your social security number, and your credit card at the least, if not more information. They could ruin your life serriously. This country needs to WAKE UP and BE NICE! You dont get anything you want from being a jerk or throwing a fit, come on now, we teach our two year olds that.
deceptive business practices
DirecTV was unequivocally the worst experience that I have ever had with any product or service. It’s hard to believe that such a company can legally operate while employing the deceptive business practices that I encountered throughout the 17 month term of service that I had with them. Once they have you, there is no way out. If you request to cancel service due to their deceptive billing practices, failure to honor agreements/promises or evasive customer service and unresolved problems, they will threaten you with a huge termination fee for canceling early.
I cannot believe how many hours (probably days if you add them all up during my 17 months of service) that I spent on the phone & emails in good faith trying to give DirecTV the opportunity to honor the promises & agreements they made. However, despite all this effort, I was met time and time again with extremely evasive customer service that will drag out an issue (no matter what it might be) for as long as they can in what appears to be a tactic to wear you down into just giving up.
A perfect example of this the $50 Visa gift card that was promised at the beginning of service for enrolling in auto bill pay. They initially told me it would take 4-6 weeks to arrive. After a couple of months I called to check on the status of it and was told that it wouldn’t be sent until after three billing cycles had passed. A couple of months later I was then told that they never had any Visa Gift card offer. In future phone calls I spoke with managers and representatives who said each time that the issue was being sent to a special “escalation department”. However there was never any type of response or resolution.
I requested several times to just credit my account for $50 in lieu of the Visa Gift Card and they said they couldn’t do that. Finally after 10 months and countless phone calls I said that I was going to cancel my account. They immediately threatened me with a $250 early termination fee if I did so. Then they put me on hold and said they would credit my account for $50 (even though they said this couldn’t be done in the countless phone calls over the previous 10 months).
When I signed up for DirecTV, I specifically indicated that it would be for RV use. At the recommendation of the DirecTV rep, I ordered a mobile tripod for an additional $50 that could be used for this purpose. I was told that the local channels would be available wherever I went. That, however, was not the case. I was later told that I needed to pay a significant additional fee to receive local channels. When I said I wanted to cancel because I couldn't get the local channels that they promised and I was paying for, Directv again threatened to charge me with a huge early termination fee.
I finally had enough and told Directv at the end of 2008 that I was going to cancel my account regardless of any termination fees. They transferred me to the “retention department” and offered me a price of $34.99/mo that was locked in for the remaining 12 months. Wanting to avoid the termination fee I agreed and thought the problems were over. I asked the representative to put notes on my account regarding the offer in order to avoid any issues in the future. The next month they debited my checking account for $42.99. I called DirecTV and referred them to the previous offer and account notes. They said they saw the offer and put in a request to correct it but it would take 7-14 days. Then the next bill came and it was for $62.99. I called again and they still hadn’t corrected the first error and were about to debit my checking account for $62.99. They said they would send a request to the now mythical “escalation department” but it would take another 7-14 days. When I called to follow up they said that $62.99 was correct and they didn’t see any offer of $34.99 from the retention department. After several more weeks and many hours on the phone & email and they still refused to acknowledge the offer that was made even though the first representative confirmed the notes were in my account.
I decided at this point I needed to handle all future correspondence in writing. So I sent an email to customer service and said that I was cancelling my service and would file a complaint with the BBB. In subsequent replies they first said they would charge $42.99, then $37.99 and then $39.99. It was different with each representative and each reply. They still refused to acknowledge the first offer of $34.99 notated on my account and even refused to acknowledge the $37.99 that I now had in writing. I finally had to cancel auto bill pay to prevent them from arbitrarily debiting my account for unauthorized overcharges.
For anybody that hasn’t gone through this process and is wondering why not just cancel service and then refuse to pay the early termination fee? The answer is Directv has your debit/credit card on file. Within days of cancelling service, they will charge your card for the termination fee without any type of bill, authorization or notification. In my case this was a debit card linked to my checking account. Poof…$139 in cash was gone without my knowledge. Fortunately I had enough cash to cover the charge. But this could easily have resulted in some hefty overdraft and returned check charges.
When I requested that they refund the charge, they referred me to the customer agreement that says they have the right to charge your card without notice for termination fees. Apparently, DIRECTV believes that it is acceptable business practice to actively evade any promises/agreements made with the customer, but fully expects the customer to keep paying for their “service” or suffer the consequence of a huge early termination fee.
Please do yourself a favor and stay clear of this company. No matter what “special offer” they have at the time and no matter how good it may seem, they will do everything within their power not to honor it. You will end up spending many frustrating hours on the phone, usually with no resolution. And if a resolution ever does come, it will often take months of continuous follow-up in order to make them honor their agreements.
The complaint has been investigated and resolved to the customer’s satisfaction.
MESSAGE TO ALL REALIST IS A LOSER, SADISTIC ###, THAT HAS NOTHING BETTER TO DO THEN TO TRY TO DISCREDIT PEOPLE BY TALKING ### ABOUT EVERYBODY. CLICK HER NAME AND CHECK HER COMMENTS TO PEOPLE. SHE IS RUDE, HAS NO VALUE POINTS AND I CAN'T BELIEVE SHE WASTES HER TIME. BUT SHE DOES. WHICH ONLY MAKES ME COME TO ONE CONCLUSION THAT SHE MAKES UP EVERY MORNING AND LOOKS IN THE MIRROR AND REALIZES SHE CAN'T STAND HERSELF AND HATES THE WORLD. GO GET A LIFE YOU F'EN LOSER...
SORRY TO EVERYBODY ELSE, I AM NOT LIKE THIS UNTIL I GET ATTACKED PERSONALLY FROM SOMEBODY THAT HAS NO IDEA WHO I AM OR KNOWS YOU. KEEP POSTING YOUR COMPLAINTS, IF ANYTHING ELSE IT ALLOWS OTHERS TO WATCH OUT FOR WHEN DEALING WITH COMPANY'S.
First of all they gave you the credit, so get over the $50 gift card, and get a life. Second of all IT IS ILLEAGLE FOR ANY COMPANY TO GIVE YOU LOCAL CHANNELS IF YOU ARE NOT WITH IN THAT CERTIN LOCAL CHANNEL RANGE! That is of course with the exception of some companies being able to provide what is known as distant network services, if a company is able to provide those there is a process of which the CUSTOMER has to go through, this usually consits of a waiver (permission slip for lack of a better term) sent out to your local broadcasters asking for the okay for these distant network services, which most of the time is denied. If its not denied it will cost you a pretty penny to have them. AND if you do get them, everytime you move to a different location, the waiver process has to be fallowed yet again. THIS IS A FEDERAL REQUIREMENT! This is not any 'cable companies' rules, this is on a federal level, and if the rules are not fallowed, YOU will be sued up to $5000 for EACH network that you are ILLEAGLLY getting, wow directv are really some jerks for not putting you in danger for that law suit huh?
It sounds that you had some difficulties with the packages that is fusterating I am sure, but before you go bashing a company on everything, get your facts straight and let go of the petty ###, ie the gift card that you ended up getting a credit for anyway.
directv fraudulent use of credit card
Directvs bbb initial response:
Company's initial response - posted 05/12/2009
We regret to hear of any misunderstanding. When I contacted you by phone on may 10, 2009, you were unable to speak with me. I have not received a return call nor was I able to reach you when I called back on may 12, 2009. On july 5, 2006, you sent us an e-mail requesting one of your two accounts to be disconnected. We attempted to call you by phone in response to your request on july 11. When you called us back you mentioned wanting to keep costs low because you were going through a divorce and your daughter was leaving for college. We suggested reducing your programming instead of disconnecting the account and you stated you would consider this. We could only assume your service was satisfactory because we did not receive any further communication from you regarding this account until february 24, 2009. On february 24, you requested to disconnect the account and it was effective the following day. Due to the various ways directv makes your billing information and specific charges known (I. E. Paper statements, e-billing options, directv.com, and customer support) we are unable to credit monthly charges older than 60 days. Respectfully, directv office of the president
Initial response summary
Due to the various ways directv makes your billing information and specific charges known we are unable to credit monthly charges older than 60 days.
thursday, may 14, 2009
In response to your reply above:
There is no misunderstanding, only a total failure of directv to follow my instructions, directvs claim of initiating an improper marketing call, directv fraudulently claiming to have talked to me, and directvs criminal removal of monies from my account.
When I received a call sunday may 10, 2009, I explained to the woman who called (Lori? Loni?) that this was a bad time as we were on our way out to the veterinarians office with a sick puppy. She stated that she was off the next day but would call back. I have voice mail on both of my phones and I was never left a message. I am still waiting for directv to call back. The history of directv’s attempts to contact me has been an abject failure, even after I supply correct contact information.
My july 5, 2006 e-mail order should have resulted in the service being discontinued and ceased any further removal of monies from my account. Directv could have simply replied to my e-mail with the offer of reduced programming and I would have replied affirming my order to disconnect on august 1, 2006.
On july 11, 2006 directv did not call my phone and I did not ever call directv back regarding this account!
I never had the conversation & ldquo;we suggested reducing your programming instead of disconnecting the account and you stated you would consider this. & rdquo;
I did not talk to directv about this account after the initial e-mail of july 5, 2006 until february 24, 2009.
Directv fraudulently noted authorization to continue removal of monies from my account by claiming to have talked to me. I do not have a daughter and was divorced in june 2006!
Directv should have never called anyone in regards to this account! Directv should have followed my initial instructions, disconnected services august 1, 2006, and discontinued removal of monies from my account.
After all, directv received a hefty fine for directvs telemarketing activities and, from my experience and information obtained from the internet; I now am beginning to see why this occurred. I am one of many who complain about directv billing after a request for service to be disconnected is ignored and directv does not want to refund any amount of the fraudulent charges.
To summarize, directv criminally removed monies from my account for approximately 30 months and directvs defense is that I did not catch directv soon enough!
I e-mailed directv asking for one of my accounts to be disconnected.
Directv failed to follow my instructions and did not disconnect.
Directv claims to have initiated a marketing call to someone other than me who stated they would & ldquo;think about it”
Directv totally failed to contact the owner of the credit card and had no authorization to continue removal of monies from my account.
Directv continued to withdraw monies from my account after specific orders to disconnect and stop removal of monies from my account.
I assumed my order to directv was followed and that no further action was required on my part.
Directv made a totally unauthorized call and assumed directv could continue billing.
I am still a directv customer, as I have been for many years, and am willing to accept a credit to my account for all the monies directv fraudulently obtained over those ~ 30 months.
Directvs failure to issue me a credit will result in legal action against directv for directvs criminal actions and civil damages. I expect a reply agreeing to a full credit within fourteen days of this response or legal action will be instituted.
The complaint has been investigated and resolved to the customer’s satisfaction.
I have been battling DTV for four months now concerning a refund of money they took from our bank account for non-return of receivers following disconnection of service. DTV sent the "recovery kit" to return receivers to our OLD address, and on the day the kit arrived at that WERONG address (per the tracking info DTV provided), our bank account was debited by DTV for the cost orf the receivers.
Months of haggling with various DTV reps on the phone have met with nothing but obfuscations and outright lies! DTV claims the right of taking 8 weeks to process refund requests, and seems to have a policy of continuing to make "mistakes" which are always in THEIR favor, preventing the refund process from completing it (return of money legally DUE to the customer, in a TIMELY manner - as required by law).
One or two "honest" mistakes of this nature might be interpreted as the actions of a few inept employees. However, the number and severity of such "mistakes" clearly indicated that there is a systematic POLICY - that DTV reps are obviously instructed to follow - which is clearly oriented towards DTV retaining funds not legally belonging to them for as long as they possibly can, by erecting various barriers preventing customers from receiving timely refunds.
Sadly, there's nothing anyone can do but file a Small Claims action against DTV, and a complaint to the Better Business Bureau (which will be lost amongst the tens of thousands of complaints the BBB ALREADY has agains DirecTV.
I see that this post is dated May 2009 - just curious if your problems have been resolved yet (I sincerely doubt that they have, knowing DirecTV as I do now).
Best of luck to you!
non compliance of agreement
These people are brain dead i got nothing as promised, my installer could't speak english, he was a pig, never got the equipment as promised, didn't wire all the rooms as promised made a mess in every room, phone service wasn't even in my area as promised. No hd boxes no second dvr for another room. Had the services less than aweek after i got no where with direct tv. But they were quick to send me a bill for $460.00 for early cancellation fee. These people should be locked up for embezzelment.
The complaint has been investigated and resolved to the customer’s satisfaction.
Directv does not have phone services at all. Did you order the services from verizon, quest, or another such company? Becasuse if you did they may have given you the misinformation there. Directv only gives ONE advanced receiver, sounds like you got one DVR, that was your free advanced receiver, there would be no second FREE dvr for another room or any FREE hd receivers. Its a lot easier to order for your self from companies websites, like directv, that way you know what you are getting and you know what to expect. There is no differance between the offers if you call in. You may even end up spending less without someone working on a comission trying to help you get this and that
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now I am the big loser in all of this and they still say, oh well!Recent comments about DirecTV company
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I used to work for a call center that contracted with DirecTV, and I can tell you that this (your story) happens all of time. DirecTV policy is that every time a customer upgrades any receiver (box), and they don't buy it outright (the prices you're quoted are for leasing the receivers, not buying them), their contract is extended either 18 or 24 months (18 for a standard receiver, and 24 for an HD or DVR receiver). By the way, yes I am aware that it was a free upgrade, but that counts as a lease.
The thing is that when a customer wants to upgrade, they have to be told that their acceptance of the receiver binds them to a new contract. Unfortunately, reps (especially sales reps) almost never tell a customer this important detail, as you found out.
As for getting out of it, a lot of that will depend on whether or not you refused the installation of the HD receiver. If you did, you can probably get the 24 month commitment reversed. As of right now though, the computer system at DirecTV has you locked in for 24 more months, and once that happens, no ordinary phone rep is going to be able to change it (it's one of things most reps aren't allowed to touch).
What you'll have to do is call, explain the situation, ask for a supervisor, and hope they will, first, listen to you, and two, remove the 24 month extension from the computer. The thing here is that I don't remember if they can do that (the manages are basically more experienced phone reps with supervisory power).
If they can't or won't, your best bet is to try cancellations. Of all of the departments, they'll probably be the most helpful to you. Again, just explain the situation, tell them you're upset with what happened, and they'll likely find a way to get rid of it.
If that doesn't work, and you're so pissed that you don't want the service any more, just call back later and suspend the account. People do this when they go on vacation, and all of that time (at least I was told) counts towards the two year commitment. When I was there, you could suspend it up to nine months at a time, but the policy may have changed.
This is a very condensed look at how things work at the phone rep end of DirecTV, and some of this info may be dated (it's been awhile since I worked there), but hopefully it will help you out somewhat. If you want to know anything else, I'll check back here and let you know what I can about it. Good luck.