I signed up over the phone, via the local phone company QWEST, for a bundle package last August (DirecTV, internet, phone). I have decided to sell my home and return to school. I canceled my Direct TV (first week in June). I spoke to Mathew, employee #404267, who indicated there would be a cancellation fee. We protested, never having signed up for a contract and never being told we were under an agreement. As an aside, my parents signed up the same week and were also not told they were under a duration contract.
We received a letter and a bill from DirectTV stating we would be responsible for a $187.00 termination cancellation penalty. We were alarmed, thinking this had been taken care of.
Our first call to DirectTV was Saturday, 16 June, and was very stressful and, frankly, awful. We explained ourselves to at least 3 staff people, and finally were placed on hold for an escalation customer resolution manager for 63 minutes before we realized no one would be picking up our on hold call. We called 2 more times and were placed on hold indefinitely by 2 different staff members. This seems to be a standard practice, not to pick up on hold calls. We were distraught at this point with the poor treatment and unethical business practice.
My parents offered to take my remaining months and append them to their contract (that they did not know they had). The DirectTV staff members would have no part of that. We offered to meet them halfway, for something that was 100% not our fault.
No deal. They are unresponsive and repeat the same mantra, "I am sorry, we cannot refund," over and over.
Robbery.
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