In April I ordered DirecTV services. When I placed the order, the representative asked for my debit card information. I then asked him why he needed my card if the connection services were "free". He said he needed the debit card information to make sure the $99 funds for connecting the services were available in case my credit history wasn't satisfactory. I then gave him the information, but did not need to pay the $99 fee.
In June I decided I no longer wanted DirecTV services and switched to another cable carrier. I did not call to disconnect my services until July. DirecTV disconnected my services after non-payment, then sent the bill.
In the middle of July I called DirecTV to ask my payoff balance and told the representative that I will make a payment that follwing week. I also requested for return boxes to return the four receivers I leased. The representative told me that if I did not return the receivers, I would be billed for those (just like all the other companies bill). I told him not to worry because I did not want the receivers because I had no use for them without the services. I believe that phone call was made on Sunday, July 22. The boxes landed on my porch on Thursday, August 2. Friday, August 3, that very next day, funds of $587.67 were drafted from my account for non payment and non return equipment fees. I did not discover the funds were withdrawn until that following Saturday, August 4.
When I called, I got the rudest customer service I have ever experienced. I asked "Why and how they were able to do that?" I explained that I wasn't even given the chance to mail the receivers back after receiving the return boxes. I spoke to several people, including "Amanda" who refused to give me her last name. Yes I did get a little irate because they took my mortgage money. I asked to speak to a supervisor and she told me "no". I asked "Are you denying me of my rights? Don't deny me and don't treat me like that" Finally, she transferred me to a supervisor, after debating with me and telling me that they are going to tell me that I can't have my money back either. When I spoke with the supervisor, I believe her name was "Kim". She had a deep accent, so I could not understand what she said when she answered. She refused to repeat herself. I explained my situation to her and told her that I was going to call all day until I can get someone to help me. She said "You can call all day if you want to, but you are still not going to get your money back until the receivers are received!" I told her that no one is understanding that I wasn't even given a chance to return the receivers after I requested the return boxes.
I also told her that that was my mortgage money and I cannot live inside the DirecTV building. She told me to "hold" then hung up on me.in that situation, not one of the representatives could possibly deviate from the "script" that they had. No one could give me a direct answer as to why and how they did what they did. All I got was "I am sorry, that is policy." That following Tuesday, I called to ask if I could drop the boxes to an office so I can hurry and get my money back. I was told "nope, you sure can't". Then I asked how long it would take for me to receive my money back. They told me about two to four weeks. I asked "Why so long, but it took no time for you all to automatically withdraw it?" "Because that's policy" is the answer I got.
I went ahead and had FedEx to pick up the boxes. The next day, I called and finally spoke to a decent human being. Shawn was able to answer all of my questions and explain the situation to me. I thanked her and told her that I appreciated the fact that she was able to give me a break down of everything. She then told me that she was going to track down the boxes to see that they had been sent. Once she tracked down the boxes, she was going to be able to get the payment posted back to my bank account within the next few days. Here it is August 21, and I haven't received anything yet. I just got off the phone with a representative and was told that I would receive a check within the next six to eight weeks. I asked "Why so long?" He said "Because you had your services disconnected." I asked "What does that have to do with anything? It took you all no time to withdraw my money, now you take your time refunding it.
It seems to me like I am being treated like crap because I am no longer a customer." All he could say is "I am sorry, but that's policy." So now I have to wait six to eight weeks to get my money back! The company and it's employees are horrible and such a rip off.
K
Fayetteville, Georgia
U.S.A.
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