I have been a DirectTV customer for many years. My reason for writing this letter is to inform you why I will not be needing your services when my contract expires. Your customer service group can use training on how to better communicate with it's customers. One thing I want to make clear is I do not want any movie packages or any free service. This is someone who has had it and feels if anyone in your organization cares you better get on the ball.
My most recent concern involves an agreement I have with your organization. Someone changed my agreement without informing me. I enjoy the NFL channel, I watch it daily. This channel I have subscribed to for probably, since it first aired. This past Saturday it the channel was disconnected .I thought it was a mistake and called customer service. I was informed the channel was disconnected, because it is no longer part of my service agreement. I explained, I negotiated with a representative and we agreed the NFL package was included in my service agreement. It's unfair to change the rules after you agree on a plan. He was not rude but he told me I was not eligible for the NFL channel unless i purchased the entire sports package. This was wrong on two points, first a letter or phone call would have been nice prior to disconnecting. Secondly we agree on specific deal.
I am currently fighting two different cancers. I tell you because it will explain another customer service complaint. It is easy for you to check my payment history, and you will see I never missed any payment. The only exception was my credit card was compromised and I notified you and other companies of this problem. No problem with anyone but DirectTv. Every morning I was awakened by an automated message/call from your company informing me that I had to take action. I attempted to reason with different representatives from your organizations to please stop the calls, because I was on chemo and the best sleep time for me was early morning. You might think why not turn off the phone. Trying to beat some tough odds I was working with NIH &NCI to participate in one of their trials, and whenever they called it ranged from very early morning into late afternoon. So I always had my phone on and with me. The automated DirectTv calls went on for weeks
and I was assured it would not happen again.
Again, I do not want anything from you. As a matter of fact when my contract expires I will be changing my TV service. There is one thing I expect from DirectTv, that is to honor our commitment. Return the NFL channel.
Is this your new policy? Promise channels prior to contractual agreement, and while the customer in agreement you have the right to cancel their channels. But to make matters worse your company does not have to give its customers any notice. It's frustrating turning on a channel you watched yesterday, but don't have today, more like maddening. This is poor business practice. I wish you would bring back those standards that made you a successful company.
