Synopsis: DirectTV wants me to pay for three months of service that I did not use, at an address I do not live at, after they re-activated service without my authorization. All the while, my DirectTV receivers were in storage and completely unused.
Summary: In late July I contacted DirectTV to cancel service. We were selling our home and going to Singapore for several months. The customer service rep stated that I could suspend the account, keep the receivers, then reactivate the account once we returned and had a new home. There was no mention of a maximum time period that the account could remain suspended. And, I made it clear to the rep at the time that we were not returning to that address.
In early November I received an e-bill to my bank account from DirectTV for a month's service. I contacted them through email and explained that the service should not have been reactivated, we were not in that home anymore and that they should just cancel the service. We were still overseas, which is why I used email. I heard no response, and - wrongly - assumed the situation was resolved.
I heard nothing more from DirectTV until February. I received an email stating that my account was disconnected due to non-payment. I responded stating that I should not have an account as I had requested it to be disconnected. There was no response.
In March $734.08 was automatically deducted from my bank account. I don't know about you, but I can't afford that kind of loss right now. I'm down to less than $200, which is supposed to last me several weeks until my next closing? (I'm a realtor in the worst market in the nation. Lucky me)
I contacted DirectTV on March 6. After an hour and a half on the phone, with three different customer service reps, I was told "So sorry, can't help you". They stated that they would send a receiver return kit so that I could return the receivers and be reimbursed $400 once they received them. But, since my account was "over 60 days overdue" they couldn't help me and I would have to write to the "Billing Dispute" Department.By the way, the Billing Dispute Department has no phone number and no fax number. I was told that they would responde within 30 days as to what action they were going to take. Can you believe that?
So, on March 11 I received the receiver return kit. It was supposed to contain a return postage paid slip. It didn't. I had to call again, and was told that it would be here by Friday. Maybe. Then I asked to speak to a supervisor to again try to at least get my $334.08 back while waiting for the $400 for the return of the receivers.
The supervisor, who read a script the entire time, gave me the same song and dance about writing to the anonymous Billing Disputes Department to try and plead my case. Just out of curiousity, how the hell am I supposed to know if they receive my letter? And how am I supposed to check on the status of my complaint?
Great system - for them. Meanwhile, I have to tell the kids they're eating Ramen noodles and peanut butter for two weeks, while I try to find another job with a regular paycheck. Thanks DirectTV! And to think that I had really liked your service and had recommended it to everyone I knew. What a schmuck I am.
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