DirecTv
Charged $240 Twice for Old Receiver Despite Prepaid FedEx Box

We never had a problem with the service during the three years of our subscription. The picture quality was good, the equipment was fine and the installation was done very well. But we decided to switch to Dish Network because our local phone company could include this service in one bill. So we thought we would give Dish a try and cancel our Directv. No problem, right? Well, that's what we thought.

We had ordered a new receiver because one had gone out on us about a month earlier. We had the $5.99 service plan, and the original equipment was purchased (not leased), so the old stuff was ours to keep. We were sent the new receiver, and along with it we were given a prepaid FedEx box to return our old one in. We called DirecTv to set up our new receiver and asked why they had sent us this return box. The very nice lady confirmed that we owned the original equipment and that we did not have to send back the receiver.

So we thought all was good, but not so. About a month later we noticed our credit card had been charged $240 with no warning. We inquired and found out that the old receiver did in fact need to be returned and that the new receiver was ours to keep. Luckily we had kept the prepaid FedEx box, so we returned the receiver as requested. We called our bank and disputed the charges, and they were reversed a few days later. We found out that DirecTv was very good at these sneaky charges and that we were not the only ones disputing DirecTv. Anyway, the charges were reversed and all was well, right? Nope!

We went ahead and canceled DirecTv, took our credit card off their automatic billing system and requested that our final bill be a paper bill sent to our postal box. The customer service person was very friendly and assured us that we would receive our final bill (prorated month) and wished us on our way. Well, the next month's credit card statement came in, and we found that we were charged the $240 again plus our last prorated bill.

We called DirecTv to find out why, and they informed us that they never received the receiver and that we were responsible for the charges. The only way we could get it taken off was to track the package and confirm that DirecTv had received it. That sounded simple, except that I did not have a tracking number.

Remember that DirecTv had sent me a prepaid FedEx box, and I did not think to get the tracking number before sending it off. I called FedEx, and there was no way for them to track it without it. So I called DirecTv back to speak with a supervisor, thinking they would feel somewhat concerned. Ha! They told me there was nothing they could do except wait for the package to show up. This was a month after I sent it, so I thought I was out of luck, since it should have shown up by then.

I contacted my bank again to dispute the charges, and they offered to conference call me with DirecTv. We talked to a few different people and finally got someone who was thinking like we were. We told them that since they had sent us the prepaid package, DirecTv should have the tracking number. Of course! They looked and searched for about a half hour and finally found the tracking number, showing that the package was in their possession. Boy, talk about being relieved and angry at the same time! This just happened tonight, and I will be awaiting my refund in 3-5 days. Let's see how this goes.

My recommendation would be to stay as far away from DirecTv as possible, never give them authorization to your credit cards or checking accounts, keep track of all employee numbers and conversations, and request that what you have talked about be put into your account notes.

Company: DirecTv
Country: USA
State: Colorado
City: Greenwood Village
Address: P.O. Box 6550

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