Directv
Cancellation Fee Threatened After Poor Installation and DVR Problems

We order Directv to be installed to replace our Dish Network System that we bought 5 years ago. The Installer was supposed to be at our house between 8: am and 12: noon. Showed up at 4: pm. Installer cut the cables that had been used for the dish receivers because "They were too long". Installer completed install at around 6: pm. I got home on the morning of the 19th and started looking at the features of Directv's dvr. Compared to the Dish DVR directv's was terrible. I contacted Directv Customer Support and Technical Support and spent about 3 hours on the phone trying to address my concerns. I was not happy with the use or functionality of any of the receivers. I worked on Monday the 20th. I talked to Customer Service on the 21st and was told that if I did not cancel my service that day I would incur charges, I thought she was talking about my "Monthly" charges. I told her to cancel the service immediately. She said she would. On Thursday I received a statement from Directv, but I did not open it until Sunday when I was paying bills, lo and behold, Directv had already Charged my Debit Card $70, my charge was only supposed to be $50. I called Directv and asked if the charge was going to be credited to my card, and I was told that the charge was credited to my "Cancelation Fee". What?

I told the customer service rep that I had canceled my service on Tuesday, and I was told that I would not be charged anything. She said "Sorry". She told me that Monday morning my card would be charged another $220 to cover the cancelation fee, and that I could right a letter to a PO box, if I wanted to contest the fee. In order to keep the $200 charge from coming out of my bank acct, I had to call my bank and cancel the card and have a new one issued. On Monday I did a search for Directv Corporate Office and got a phone number for the office in San Mateo. I called and asked for Customer Relations, and was sent to a person who answered the phone "Office of the President". I told this person my story and after about an hour of conversation, was told that the Cancelation Fee would be waved and that I would receive a check for $68 for the $70 that was already taken. I will never ever even think of getting directv again, and I have told everyone I know to stay away.

Company: Directv
Country: USA
State: California
City: San Mateo
Site: directv.com

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