Directv Inc
Charged $49.95 for Service Call Promised as Free

My HD signal was acting up, so I phoned in and a friendly technician tried to walk me through a fix. When that failed, she said a service visit was required and that I would pay for it. I turned that down, and she then suggested the protection plan would waive the one-time fee, which I also turned down. Next she offered to book a free service call and add a $10 credit for six months to compensate for the lost signal. I asked two or three times to be sure the visit really would cost nothing.

I was happy with that arrangement, and the technician who came out was excellent. The direction of the dish just had to be adjusted. Today I checked my bill and found a $49.95 charge for that visit. I assumed a quick call would fix it, but it did not. I spent two hours on the phone, was passed between several people, and every one of them said they could do nothing because the account had no note about a free service call. When I asked for a supervisor or manager, they hung up on me.

I stayed calm throughout and tried to explain things reasonably, as a professional individual. I could dispute the charge with my credit card company, but I fear it could become a collection item and hurt my credit rating, which is not worth it over $50. I have been a good customer, and the way they treated me appalled me. I plan to escalate this by every route I can find. I have already filed complaints with both my local BBB and the national BBB, and I will keep trying to reach someone with real authority.

Company: Directv Inc
Country: USA
Site: directv.com

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