DirecTV
Promised Price Match Never Delivered, Then $300 Cancellation Fee

After having DTV for 7 years, we were experiencing bad reception, and the receivers were old and not working as they should. We were going to cancel services and try AT&T U-verse, as its price was the same as what we were currently paying. When we called DTV to cancel, they advised they would match the AT&T U-verse deal, provide a DVR and upgrade our receivers to HD.

What actually happened is that we got only ONE HD receiver and NO DVR, and we were stuck with a broken old receiver, so we really did not get the service we were paying for. Not only this, but the company charged us an exorbitant fee for the new receiver to replace the faulty one, and they cracked a large board on our home when installing the new satellite dish. While we did get a "gee sorry about that," we never, after NUMEROUS calls, received a 2nd receiver or our DVR. We were overcharged and underserved, and all they would do is provide us free Showtime or HBO for a couple of months.

They kept telling us, repeatedly, that they could not provide us a 2nd receiver or DVR. When we said this was the whole reason we did not cancel, because they said they could match AT&T's deal, they said they could not do anything for us but offer free shows for a few months. Not being able to use the service as much due to one faulty receiver, poor service and no DVR, we finally cancelled services altogether on May 5th.

ONLY during THAT phone conversation, with 'Shilah,' were we told we COULD have 2 HD receivers and COULD have the DVR. But we were done dealing with DTV, so I said that I planned on cancelling that day and that is what I was still doing. Then Shilah advised that we still had a contract and that we would be hit with a $300.00 cancellation fee.

I told her that should not be possible because we had been long-term customers, and I wanted her to send the contract where I signed for a new term. Further, I advised her that not only did I not agree to a new term, but DTV was actually in breach of said contract by not fulfilling their obligations to me to match the U-verse deal.

I have called several times. I have written a formal complaint and received no written response. My credit card has already been hit with the $300.00 fee, even though I filed a dispute and DTV told me just yesterday that they DO NOT have proof or any document where I signed agreeing to a new term.

At one point, a service rep "Mike" told me I was emailed. When I said I did not get the email, he just kept repeating that I was emailed. Each and every time I call and ask to speak with a manager or supervisor, none are available. I am told they do not have any supervisors or managers and that I am already speaking at their highest level. I worked in a call center, and you cannot tell me a corporation does not have escalation points.

Here is the bottom line. AT&T set up my new service, complete with TWO HD receivers and a DVR, with NO CONTRACT and NO FEES. I have paid ZERO for installation.

When a company treats its customers this badly, cheating them out of dimes to save nickels, it is basically the end of that company. I will talk about how egregious they are to anybody who will listen, and I will never go back. Had they treated me with a bit of respect and, when it got this bad, waived their "contract fee," I might have cooled down enough at some point to go back. Now they have created an enemy and I will never stop.

Company: DirecTV
Country: USA
State: Colorado
City: Greenwood Village
Address: PO Box 6550
Phone: 8005315000

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