After being a loyal customer for 5 years, I decided to change my television provider.
I rang DirecTV on January 2 to cancel my order and spoke to a representative for 20 minutes as she attempted to change my mind. At the end of the conversation I told the agent that I was very please for the past 5 years and I would be glad to recommend them in the future.
I did not receive confirmation of my canceled for several days, so on January 11 I wrote them an email and received a reply on January 13. I immediately called the number provided to discuss the circumstances.
When I explained to the agent that I canceled my service on 1/2 she told me she had no record of my call. I asked how could this happen she told me I must be mistaken. She told me they had records of my previous calls, so I asked her how could they have those and not the one from the 2nd? She did not understand the question and grew hostile.
I asked to speak to her supervisor and after her trying to get me off the line several times I was finally put through to a supervisor who informed me that they did have record of my call, but no message about the conversation or cancelation notice.
I told them to immediately cancel my service. Then I asked how could this happen to a loyal customer of 5 years. They had no answer and told me I would have to write a letter to billing to dispute any additional charges.
I meant what I said originally about enjoying DirecTV, but now after being treated like this I will never recommend their service and am expected a long drawn out process to be credited for the dates when my service was suppose to be turned off.
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