DirecTV
$300 Cancellation Fee Despite Refund Owed for Lost HD Service

Early last year we bought HD service from Direct TV. As the year went on, we noticed we were not getting everything we paid for. We contacted Direct TV, and they decided to fix it by installing the correct HD dish (it takes a special dish and installation) and compensating us for the lost service with a year of free HD plus 6 months of free movie channels.

The first installation of the new dish failed, so we needed another service call to correct the poor work. Now we are moving to another part of town, and the new house cannot get a satellite signal; the previous tenant and the owner told us so. I phoned to cancel our Direct TV account and was told about an outrageous $300.00 "cancellation" fee. I said we had been customers for 7 years and asked whether the fee could be waived.

They refused. I pointed out that they still owed us for the HD channels we lost and asked them to subtract that amount from the "cancellation" fee. They answered that I should have kept contacting them about their broken service, so no refund would be given. The most they could return was $25.00. We are still expected to pay the $300 cancellation fee.

I took it to the manager, who ignored my explanations. At the end of the call he agreed to try to arrange a refund of our service and promised to call me back. He never did, and looking back, I think he only said it to end the call. When I followed up, nobody could put me through to him, and he had recorded neither our conversation nor his "promise" to try to get us the refund. I will never use this service again.

Company: DirecTV
Country: USA

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