DirecTV
Free HD Upgrade Promise Followed by $200 Cancellation Fee
- 06-19-2009
- 34
Electronics and household app.
I've been a customer of Direct TV for five years. I bought a small TV for my bedroom and called Direct TV to see if they could connect it to my existing receiver. They said they would have to install a new separate receiver in the bedroom but, because I was such a "loyal customer," they would not charge me for the receiver.
They proceeded to offer me a "free upgrade" to HD. I explained that I only occasionally watch the 11:00 news on this TV, so HD doesn't matter to me. They continued to assure me that there would be no charge for the upgrade or the receiver.
On 3/11/09, the installer came out with an HD receiver. I again asked for reassurance that there would be no additional charge. He said he only installed the equipment and had nothing to do with the billing.
A month later, I received my first bill and discovered I was charged for both the receiver and the HD service. I called and spoke to a supervisor who said he would make sure the charges would be deleted. On the following bill, the charge for the receiver was deleted, but I was still being charged for HD service. I called and spoke to another supervisor who promised to make sure the charges were deleted.
The following month, my bill showed I was still being billed $10 a month for the HD service. I called to cancel the HD service, and the supervisor said she would send out a return kit for me. All service to the receiver was turned off on 5/18.
A month later (6/18), having received no return kit, I contracted with DISH Network to install their equipment and called Direct TV to cancel my service. They said they would have to charge me $200 because I had agreed to a two-year commitment when they installed the HD receiver. I was not told about this two-year commitment at any time during all my numerous calls to Direct TV, nor did I sign any paperwork regarding a commitment.
Despite several more calls, I was told there is nothing they can do to waive the 24-month commitment. Do I have any options?
Company: DirecTV
Country: USA
State: Colorado
City: Greenwood Village
Address: P O Box 6550