I had direct TV for more than 2 years. Had no real issues, just the occasional cutting in and out in wind and rain. But I dealt with it. But when in came time to cancel, that was a whole other story. I moved in April 08 and wanted my services to be connected and my new place. The tech came out and said there was no way to get service and that he would note the account and cancel the order. I then called customer service who was so rude and told me to suspend my account. I went back and forth with the rep ans explained I wanted it disconnected.
They said they would take care of it. I guess feeling personally attacked the rep did not make the disconnect. 4 months later I am being billed $600 for service. No only am I being billed but they took it directly out of my bank account at the end of the month when all my bills are due. I was on the phone all day with reps, supervisors even managers that would not help me. They told me oh well, not is so many words, that it was my fault and they were not going to help! I then jumped online only to find hundreds of people havve posted complaints on the web with my same story. Direct TV can not continue to get away with this. Here is the letter I sent to them.
Billing Dispute
I moved in April and called to have my service moved as well. The tech came out and could not connect the service. I was in the hospital at the time and had my apt manager here with him. He called me in the hospital and explained it can not be connected. I was told by him he would cancel the service and order with nothing else for me to do. Your technician said he would document that the service was unobtainable at the new location at that time. I wanted to make sure so I then called customer service to let them know. The rep was short and rude and said no I should suspend service. I explained no that I just need to cancel. They assured me it was done.
I heard nothing else until July when I received an email saying my account was past due. I immediately called and explain everything. The rep then told me the tech made no notes and shows he completed the work. I assured them I do not have direct TV nor a satellite dish here. I asked to speak to someone else. I then spoke with someone else who told me no they could see it was not connected and I had no service. I again was told this was resolved, after 2 hours of being on the phone. The rep I spoke to that day never told me there was still a balance and it would be coming out of my account.
Today my bank account was charged $600 which was my car and bill money for the month. I called customer service and have been getting the run around all day. I was hung up on twice then finally explained my situation to a gentleman that could not help me so he connected me with a Supervisor, Sherry, who told me she sees no notes of a cancel order but would look into it and would help me. 5 hours later she calls and said there was nothing she could do and to write a letter. I was shocked. I explained to her that I always paid my bills and why after more than two years of service with direct TV would I call to move service then just stop paying. I told her also the company had my address, phone number and obviously my email but I never heard a word until July. This is 3 months later. Had I known this was going on of course I would have immediately taken care of it.
One rep today said the charges were from a past due bill prior to April. I told him there was no way that could be true because I pay all my bills at directTV.com and I was current when I called to have my service transferred. He told me no no you did not pay since Jan. He went back and forth with me until I finally explained I had all my banking statements in front of me. He then changed his story. Same with the supervisor, who was the least helpful. She had me on the phone the longest and all she did was break down the charges. I kept telling her I understood the charge but how do we resolve it. She had no answer. She had no answer when asked why I never received a call. She said statements were sent out but if that was the case they would have been returned to direct TV because you still have my old address. She had no answers.
I cancelled my service in April. I never had any issues with direct TV until now. The tech did not do his job by not making better notes as of to what he actually did. Nor did the rep I spoke to make ANY notes.
I do not mind paying for bills or service that are mine or that I used. But in this case, I am being charged for service that was never given to me. I do not have a dish so signals are not being sent to my location however I am still being charged for service. I also am being charged an early cancellation fee. I more than fulfilled my end of the agreement. And all I want it to have these charges removed. This has caused me so much heartache and heartache. I always was pleased with your company and referred everyone I could talk to. This is leaving a horrible taste in my mouth about your company and employees.
I now can not leave my house because I have no money for gas, food and my car is in danger of repo because that was all the month I had at the end of the month. No one is willing to help me or even listen to me. They just keep telling me they have no notes. But the service was never connected here.
I am being charged for services that were never rendered. I am not asking for free service. I don’t think my request is unreasonable. All I want is to have this charge of $598.84 returned to my bank account. I have paid for the time when I had the service. Please don’t lose a customer and a word of mouth advertiser because one representative did not make a note! All I need is someone to please put themselves in my shoes for one moment and please be fair. Again I am not asking for anything but to remove charges when service was not being used I expect you to refund the money in good faith that was taken from my account, and that we can resolve this issue amicably.
Thank you
Cori Robb
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