Direct TV
Early Termination Fee Charged After Rep Said It Was Waived

This is being copy and pasted from my threads on many forums.

On August 20th I hooked up service with DirecTV. I got their NFL Sunday Ticket package with HD. A guy came out and installed everything and cemented the satellite to the ground (too heavy to hang, I guess). Right after the install, I noticed that I didn't have any local channels and called to find out why. I guess because I am in the Midwest, they cannot offer the ABC, NBC, CBS, FOX, etc. channels because of some contract disagreement. I was furious! I was told I would have 20 channels on my HD lineup and I have 8-9 channels. The rep told me to go buy an antenna. I was told by DirecTV that they have a 30-day satisfaction guarantee, so I decided to hold off and get an antenna and see how that worked out. The antenna was horrible, and I called back a few days later to complain about the service. They offered me 3 months of HD for free, which I refused because I still didn't have any local (HD/SD) channels on my lineup. Honestly, the local channels are must-have channels for your most watched evening shows!

I asked to cancel my service, and they told me that I would have to pay a $280 Early Termination Fee. I told them that I only had service for a week and that I shouldn't be charged the fee. I said I was told I had a 30-day satisfaction guarantee. He replied that it is only 3 days. How are you supposed to see if you are satisfied with something in 3 days? We argued for a bit and I got off the phone.

I made it my mission to find a way around the ETF. After searching on the net for a while, I found that if I had a bad or weak signal that affects my viewing, I can get the fee waived. Well, after watching my 8 channels of HD for a few more days, I started noticing my picture would freeze occasionally. I called up tech support and told them my signal is messed up, causing my feed to skip. They set up an appointment for a tech to come out and check it out. A week and a half later, a tech came out and diagnosed the problem. He confirmed that due to the placement of the satellite, the signal is weak and causing the problem. He called in to the rep, and she confirmed that she would not charge me the ETF since it is not my fault. It was noted on my account, and they said they would cancel service as soon as possible and send out boxes for me to send my equipment back.

3 days later my service was cancelled and my boxes came. I shipped out my DVRs and such and figured that I was good. About 2-3 weeks later, I got a charge on my bank account for -$378. Xx! I called my bank and told them to reverse the fees because it is fraudulent and not authorized. I called DirecTV and asked them what was going on. They told me that the fee is for me cancelling my contract early in my 1st month of service. I told her that I was told I would not be charged and it is noted on the account. She looked it up and said, "She should not have told you that. I am sorry, but we have to charge you." I told her I wanted to talk to a supervisor. She transferred me to the supervisor, and he said the same thing. I accused them of fraud for telling me one thing and doing another. I also brought up the fact that I was told I had 30 days, and it ended up being 3 days. She said she is sorry but there is nothing she can do. She told me that she would escalate my call and someone would call me the next day. I agreed and hung up the phone.

I never got the phone call the next day. 3 months passed, and my parents asked me to call in about hooking up some international channels at their home. I called from my cell phone (I guess my number shows up) and was connected to a rep. She asked for my name and I told her, and she told me immediately that my account is in collections and I need to get it taken care of. I told her that I thought all this was taken care of. I never got a call back from the supervisor, so I assumed everything was settled. Once again, she transferred me to a supervisor, who repeated what I had already been told: "I am sorry, but that rep should not have told you that, but you have to pay the ETF for d/c with us." We argued back and forth, and at this point I was irate! She told me to write a letter to their collections department about it, and I told her no. I wasn't going to write snail mail when I knew they could connect me. I hung up and called back 3 more times and still had no luck getting my situation taken care of. One lady actually told me that it was wrong that they were charging me and that she would get it taken care of. She put me on hold, and 2 minutes later the line went dead. I gave up and stopped calling.

I got a phone call today from a collection agency looking for payment on the balance. I told her the whole situation, and she looked over my account and agreed that I shouldn't have to pay. But she said she can't do anything about it and I would have to call DirecTV. Ahh! I don't know what to do. I am clearly getting treated unfairly here. I don't have the money to hire an attorney or anything to defend me. I am honestly exhausted with this whole situation. Any suggestions? I am also willing to be part of a class action lawsuit.

Company: Direct TV
Country: USA
State: Colorado
City: Greenwood Village
Address: Po Box 6550

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