DirecTV
$460 Early Cancellation Fee After Only Three Days of Service

I am amazed at how many complaints about DirecTV I have read. My experience was the same. If I had known any of this, I would not have accepted their so-called special offer. My service lasted just 3 days. They got my order and equipment wrong, and when I raised it, they wanted an additional $100 to deliver what I had originally ordered. I cancelled that very day, and the person I spoke to said NO further charges would apply. A few days afterward, a bill arrived carrying a $460 early cancellation fee. That fee had never been mentioned, certainly not when I cancelled. I phoned and spoke to a representative, who assured me the charge would be credited. Almost a month later, my credit card was charged anyway. It is astonishing that they keep getting away with this.

Calling DirecTV was a nightmare. I talked to 8 different representatives, was cut off 3 times, and heard about 4 different stories. The first rep said my card would be credited and told me to call a number to confirm that it had been credited, and for the right amount. The number I was given turned out to be a fax number. Another rep said my credit request was still with the 'Account Management Team' and that I should wait another week. I insisted on a supervisor and was cut off. I called back and reached a so-called Supervisor, who said that this 'Account Management' Team had suddenly and miraculously decided to waive the fee if I reactivated my service. Umm... NO!

He then asked whether I had service with another provider now. I replied that it was not his concern and not the issue. I demanded someone else, and guess what... I was cut off again! I dialed again.

The next rep said that because I live in Texas, along with 14 other states, a law obliges DirecTV to give a 'trial period' without early cancellation fees. (I am not sure that this is true, but the first rep I reached, when I originally saw the charge on my statement, told me the same.) This rep planned to transfer me to the 'Customer Retention Group,' and I was cut off once again. I called back yet again. The final rep told me nothing could be done about the charge, nobody could do anything, and no one else was available to speak with me. I asked to speak with whoever decided to deny the credit to my card, and she said the 'Customer Retention Department' never takes phone calls!!?? She added that she could not tell why the earlier rep brought up a trial period of 15 days or a Texas law covering other states too, or where that information came from. Again, unbelievable. How can this company continue to illegally pull money from people's accounts? I hope this gets resolved, and I hope other customers continue to speak up.

Company: DirecTV
Country: USA
State: Texas
City: Arlington

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