After moving to a new house, I called DIRECT TV to find out whether they provided bundling services. I informed the representative that I was only interested in signing up if I could bundle my TV, Internet, and home phone services. The representative informed me that they can provide Internet and home phone service through Verison for my address to receive the savings of bundling, so I signed up for the three services.
DIRECT TV was installed on the installation date as promised, but the soonest installation date for my Verison services was a week later. Verison called on the morning they were supposed to install my phone and internet to let me know that they could not provide service to my address.
I called DIRECT TV to inform them that I wanted to cancel my television service with them because they could not provide the bundling services as promised. The first representative said that I could cancel my account at no charge because they could not provide all of the services I signed up for and I was transfered to the cancellation department. The representative there told me that I would be charged a cancelation fee. When I asked to speak to a supervisor I was told that none was available, and I had to insist that I would wait on hold. After some time on hold I was hung up on.
I spent a full day on and off the phone speaking to representatives—some of which said I would be charged, some of which said I would not be charged—waiting for supervisors who were never available and being disconnected. At the end of the day I was told that they could not say whether or not I would be charged and was asked not to call back again unless I was charged.
A few days later I was charged $472, and called back. That representative, thankfully, was more helpful. She and her supervisor reviewed my account and all of the notes made from the previous phone calls and concluded that I should not be charged and gave me a reference number where they noted that in the account, but had to transfer me to the billing disputes department. That department told me they had no authority to guarantee me a refund of the cancellation fee and told me the only way I could receive a refund is to write a letter to their department for my case to be reviewed.
I have spent over 4.5 hours on the phone with DIRECT TV (cell phone minutes at that) trying to get this issue squared away, most of which was spent on hold listening to their message about how DIRECT TV prides itself in the honesty and integrity of their customer service team, and have sent a letter without a response as of yet.
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