My husband and I have enjoyed TIVO for well over a year and a half.in May I called your Customer Service number to cancel my account due to a recent move. The representative I spoke to was both professional and pleasant and informed me that my account was cancelled.
Now, 6 months later, I have received an EMAIL informing me that my account is past due. At first, I thought the email was spam and simply ignored. But, not wanting to jeopardize my credit, I went onto the TIVO website, looked up the 800 number and called. First I spoke to a representative named 'Eric' who informed me that anyone else was 'too busy' to take my call and said I should 'just give him my new credit card number' to resolve this situation. After being spoken to in that manner, I was even more reluctant to give out my personal information, and could not understand why this invoice could not just be voided? Finally, a representative named 'David' came on the phone (who sounded exactly like Eric) he also informed me that I should 'just give my credit card information' to resolve this issue. He did say that TIVO would then credit it back to my account. Again, I questioned WHY I had to go through that process why TIVO cannot just void the invoice since I had cancelled 6 months ago! I then asked for him to send me a HARD COPY invoice, because I am uncomfortable with this process. I was then informed that TIVO is a paperless company and NEVER sends out info via paper. That struck me as interesting, no one pays their bills via personal checks to TIVO??? I THEN asked for David's last name and was told 'he is NOT required to give out that information.' He also informed me that this bill would be sent to collections and when I informed him that I would file a complaint to the Better Business Bureau he told me that would just be an inconvenience to ME.
I am very upset with the unprofessionalism of both David and Eric, the fact that TIVO cannot send me a HARD copy invoice AND the fact that there is NO record of me cancelling my account in May. Prior to May my account was in excellent standing we never missed a payment. I am disappointed that this is how TIVO treats old customers with the 'potential' of returning.
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